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:06/05/2023

  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.

  As I relocated from ******, **** to ************* **, I signed a contract with Eagle Movers. They are a broker company(I did not know that) that uses a patriotic message about how they take a special interest in helping veterans relocate. They require to be paid in three installments. 1)at booking(4/21/23), 2)prior to pick-up5/22/23) and 3)at delivery. So, before the product goes onto a truck, I have already remitted $8800 via check. On the day of the pick-up(5/25/23), a small truck arrives at my house with 2 men that are difficult to understand.However, they tell my wife that the cost of the move will likely double from $13500 to $27000. My wife correctly puts them on-hold while we try to contact our broker. He never answers the call, but we are contacted by the freight handler after I submitted an e-mail complaint. At this point in time, I know Ive been had and I contact another moving company who does the job for $19,900. Clearly, the first company under-bid to get their foot in the door. Their final offer was to refund $1100 and retain the other $7700 for a future move. Their response said that no refunds are provided for cancellation and they have my wife's signature on the contract.Please help me get a majority of the money back.

  Business Response

  Date: 06/13/2023

  Hello,

  After looking at your file we did raise the offer to $2,000.00 sent via email on 6/12/23. Once you respond with "I accept" we will process the refund and you will see it reflected back into the account within 3-5 business days.

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving company sub contracted with another company they are now holding my things hostage for more money than the contract was originally for. I am a widow on a fixed income. They say I used up more space in truck than quote but that is not true the list I gave them when signing up is less than what they actually took as they refused to take things. I took pictures of the actual amount of space I used on the truck. They also will not take a credit card they only will accept bank issued check or money order not known to me beforehand I was quoted 171 for storage past 30 days and charged 236 . There is more!

  Business Response

  Date: 06/13/2023

  Hello,

  After looking at your file you did take up an additional 122 cubic feet on the truck. If you exceed the 30 days of free storage you are charged for an additional month. Storage charge is based off .50 cents per cubic foot and since there was an increase to 472 cubic feet the storage payment is $236.00. 

• Initial Complaint

  Date:06/05/2023

  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.

  I contracted with Eagle Moving Group, **** to pack various items at my home in **********, ** and move same to my new house in **************. I was quoted a price of $5989.34 by *******************. I wrote him a deposit check for $$2578.00. On the day when the subcontracted movers arrived to pack and pick up the goods (May 10, 2023) the ******* said the price would be a total of $7653.72. Since I paid $2578.00 he said I now owed $5075.72; $2412.86 (in Cash) that exact day. and $2662.86 at delivery in **********, **. Naturally I was upset but they had me between a rock and a hard place. When the driver arrived Saturday May 13, 2023 he said he would have to charge me an additional $350.00 because the workers would have to carry the goods over 75 feet because they would not park their truck on my driveway even though I offered to sign a waiver absolving them of liability of a cracked driveway. The total charges to date are now $8003.72 that I had to pay. I also have missing and damaged items. I texted Eagle Moving Group, *** on Tuesday, May 30, 2023 with a list of damaged and missing items. No one in their office has yet to respond. I want a refund of $2014.38 ($8003.72 - $5989.34) plus normal reimbursement for damaged and missing items.

  Business Response

  Date: 06/13/2023

  Hello,

  We sincerely apologize for the experience you had with our company and the company we assigned to help facilitate your move. However, after looking at your file you did take up additional space. It is also in the estimate that if the truck can't get within a certain distance from your home you will be charged for a long carry fee. As far as the broken and damaged items we can send you over the claims information via email and you can file a claim through the movers insurance.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20135756
  
  I am rejecting this response because: I stand by my initial statements.  Either ************** underestimated the size of my contents or his loading ******* overestimated.  Secondly, at the destination
  I told the driver he could back down the driveway to get closer and I would sign a damage waiver. 
  ***************************

  Customer Answer

  Date: 06/16/2023

  What clarification do you need?    I thought I was pretty clear with my refusal to accept Eagle Moving **** **** explanations.  What more do you need from me?

  Business Response

  Date: 06/21/2023

  Sir,

  We input the inventory that you provide us into the system and it generates an estimate of cubic footage. Unfortunately we cannot discount the space you utilized on the truck. If you would like reimbursement for the long carry fee that is something you would have to directly ask the carrier.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20135756
  
  I am rejecting this response because:  The respondent's rebuttal is a real problem: he was supposed to be professional enough to accurately estimate the cubic measure of the contents of my house.  As stated before, I should not be penalized due his incompetence.   I will make a counter offer.  Refund me $1300.00 and I will drop the complaint. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/11/2023

  *******,

  We will not be refunding you $1,300.00. Everything additional you were charged for is in your estimate that you signed with us.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20135756
  
  I am rejecting this response because: ************ as a moving broker and not a moving company per se, contracted with Prime ***************** who subsequently added on extra charges saying:  the load size was underestimated from the original estimate provided by **************, and they also added a $350.00 extra charge for carrying the goods more than 75 feet even after I told the movers they could back down the driveway (I told them I would sign a driveway-damage waiver).  I believe a $1300.00 refund is adequate recompense for all the hassle that has been caused to me by Eagle Moving Group, **** and Prime *****************
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/14/2023

  Eagle moving can offer you a refund of $350.00. We cannot refund you $1,300.00. Please reach out to customer service so we can assist you with the refund. 

  Customer Answer

  Date: 07/17/2023

   
  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:05/29/2023

  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.

  - No follow up on any logistical phone calls - Destructive movers who broke stuff and dragged furniture and bedding on dirty ground - Severely misquoted despite having full inventory. Double charged us for same inventory amount (if not less)- Called us an hour before arriving without notification of date of arrival. Our items were not packed and they tried to charge us to pack them for us. Plus we did not have the loading dock or freight elevator reserved - Told us that, at no charge, they'd deliver the items in 1-2 days for up to 500 miles. **** they arrived, they told us 21 days, which is the estimate for **** miles.

  Business Response

  Date: 06/12/2023

  Hello,

  You ended up having ************************************************************************************************* your estimate that if you utilize those services you will have to pay for them. Per the *** the carrier has up to 21 business days regardless of the amount of miles you're moving until they are considered late and have to reimburse you.

  Customer Answer

  Date: 06/17/2023

   
  Complaint: 20117511
  
  I am rejecting this response because:

  Eagle claims we ended up having **** cubic feet. That is not true. We included EVERYTHING we wanted to move in the original inventory that we did with ******. He said a computer program was being used to estimate volumes of items. The total was 844 cu ft. We were told someone would call for QA **** days before our scheduled move. I had to call three times (5/22, 5/23, and 5/24) to remind them to call me. Each time I was told to expect a call later that day. **** finally called for QA on 5/25, and suggested we increase the number of boxes on the estimate because it was better to have a larger estimate and not need to use all the allocated space. He suggested that we add ~50 cu ft to our estimate, which we agreed to. When ******* Movers, who Eagle had scheduled for our move came for pick up (on the wrong day, see later in response), the ************************* said that the entire 894 cu ft that we had in our quote would be used up for our furniture. They said that brokers computer program underestimates the volume regularly because they only count the volume of the furniture and don't consider that things can't be packed perfectly in the truck without leaving any dead space above the furniture. ***** gave us a revised quote of $10,200 for everything we had included in the quote from Eagle, which was more than 2x the original quote!!! As a company who's been in this business for a while, Eagle should really know better. The only reason we signed with Eagle was that they gave us a significantly lower rate than other quotes we received. When we called Eagle (we couldn't get in touch with ****** or **** since they only had the holiday/emergency line open since it was Memorial Day), we were told that they couldn't do anything because it's not their fault their quote underestimated the volume of our move. This was absolutely a bait-and-switch tactic of quoting low, then inflating the quote to a ridiculous amount when we had no option but to accept. 

  We were told that the reason we had two dates on our estimate (5/29 (memorial day), 5/30) was that sometime from Eagle would call on the first date to introduce us to the ******* who would handle our move and give us a specific date and time that they would arrive on the second date. I had SPECIFICALLY asked that we did not want to move on memorial day, and was reassured by both ****** (during the initial quote) and **** (during the *** that they would not come on memorial day, and **** confirmed that we could expect the confirmation call on 5/29. At about 1pm on 5/29, we were surprised to receive a call from ***** of ******* Movers that they were on their way and would be at our address for pick up in an hour. We had not prepared for this -- our building had a loading dock which needed to be reserved, and was already reserved by someone else for 5/29. We had reservations for 5/30, because ALL communication from Eagle had said they would pick up on 5/30. We called Eagle (emergency line, because memorial day) and the person told us that this information we'd received was absolutely false and there's no way anybody would have told us that because Eagle only does 2-day windows, and that we're going to have to accept pick up or lose our deposit. Another bait-and-switch.

  We ended up having to negotiate with ******* to take some boxes in addition to the furniture, and we had to rent a **Haul to drive up with the rest of our things.

  The elevator fee and long carry fee are small fry compared to the extra $2000 we had to pay ******* for the things they moved on addition to our furniture, and the $1500 we had to spend on the **Haul. If we knew we would have had to get a **Haul anyway, I could have done the entire move myself with hired local labor for 1/3 the price I ended up paying for a significantly worse experience.

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

  Business Response

  Date: 07/11/2023

  Hello,

  We can offer you a refund of $250.00. We cannot discount the space you utilized on the truck. Please reach out to customer service so we can assist you with the refund.

• Initial Complaint

  Date:05/29/2023

  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.

  Hello:I am writing to submit a complaint against, and receive a full refund from Eagle Moving Group for bait and switch and deceptive business practices. Eagle Movers gave me an estimate of $4500 for a cross country move of a four bedroom house with basement. We did a basic verbal walkthrough of my home over the phone where I gave a good faith estimate of what we needed moved. I was told that we would have a 26 foot truck all to our family for the move and that if we needed to add more to our move it would not impact the price as long as it stayed within the capacity of a 26 foot moving truck. Upon calling me just days before the move, the price was increased to over $12k (almost tripled), I was told I had 13 minutes to agree or lose the reservation. I was told I could pay by credit card upon pick up and then received an email the evening before that I needed to pay $1600 of the move in cash, money order or cashiers check by 7am (all of this being impossible by 7am on a public holiday of course). These bait and switch, manipulative and deceptive business practices have caused enormous stress for our family and put us in an untenable position. We cant even cancel based on the extremely short notice of pick up and last minute change. We cant be the only family experiencing this. In fact the representative told me this happens all the time and seems to be the norm and part of their business mode of deceiving and manipulating consumers.

  Business Response

  Date: 06/21/2023

  Hello,

  We apologize for the experience you had with our company and the company we assigned to facilitate your move. I do not have any notes in the system in regards to your pick up so we have requested the paperwork from the carrier and are just waiting to receive it. However, any refunds will have to be done through the carrier directly. 

• Initial Complaint

  Date:05/24/2023

  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.

  April 26th,2023, I hired Eagle Movers to move my small 2 bedroom apartment, only one set of furniture and small items including about 11 boxes.. They arrived with 3 men, only needed two with a truck big enough to move a fully furnished house.From the beginning I constantly had to remind **** to wrap and tape my antiqued glass and wood furnitureshort on blankets.Apartment with an elevator very close two stories up.That was when the complaining about being hungry began. It was an 8:30am move!To make things go more smoothly, I met them at ********* ************ and bought them drinks & snacks.As soon as we arrived at my new house the race was on. I ******************* say it was an easy move, so between accommodating them with plenty of drinks and snacks, I thought it was going to be a GREAT move. When ****, told me they were finished I walked into the guest room to find my nightstands on top of each other and my bed not fully together, CaughtMatt finished the job. My study filing cabinets were never unwrapped.The tip became the next issue with **** and when I questioned him, he said his boss would want to know why I asked. I ended up giving each a $20 tip and paid $835 cash (I have receipt). **** avoided another credit card charge.After they left I entered the guest room and saw my damaged furniture! Deep scratches and large chip in my dresser and lots of small chips in night stands. I immediately called the company and was told I had to email forms and pictures to the company, which I did.Almost a month later, numerous emails and calls, I have as told I will receive 60 cents a pound which is crazy compared to a professional furniture repair person coming to my home. P All I want is my furniture repairedbut their business will not allow me to speak directly to damage control who told me today they did not get all the info they requested.I can provide emails and phone call log. I want resolution, not verbiage and excuses.***************************

  Business Response

  Date: 06/05/2023

  Hello,

  After searching the system we are unable to locate a move under any of this information. Please provide the order number or a phone number or name listed on the contract.

• Initial Complaint

  Date:05/20/2023

  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.

  Mover estimate: E3946614 Date of original estimate: April 26, 2023 quoted price: ****; deposit paid: **** date of updated estimate: May 20, 2023 new quoted price: ****; extra deposit paid: 500 After sharing each item on my inventory, they said there would be NO extra fees unless my move took up extra space on the truck. I was told that the movers would measure everything and credit back to me whatever space wasn't used. With that knowledge, I overestimated how many boxed I'd need on the inventory call to be on the safe side. I talked to 2 different coordinators who were patient and kind for weeks leading up to my move, answering calls and texts at all hours of the day with all of my questions.... until the day of the move. I called my moving coordinator (*****************************) a half dozen times that day and he did not answer a single call or text. I had to talk to a whole new broker and have them argue with the movers about extra fees they were trying to charge me. When the movers (company: Apartment Movers) arrived, they tried to charge a $100 "elevator fee" for each floor. I live on the 4th floor. So they wanted $400 just to ride the elevator up and down? Then they charged a "long carry" fee. Then they charged a 4% credit card fee. Then when I paid cash, they wanted a 4% fee for "paper work". Then they added 100 cubic square feet to my move which was ALREADY overestimated. These surprise fees just kept coming. Movers could do whatever they wanted, no accountability. The brokers don't communicate with the movers at all and vice versa. I called Eagle 2 days before my move and updated my inventory removing the overestimated boxes. I was told movers would credit back space not used that I had overestimated. This did not happen, the movers just eyeballed my apartment and ADDED more space without measuring. One of the movers showed up wearing beach shorts, rubber sandals, smelling like weed. I want a credit back on the extra boxes I overestimated and didn't use.

  Business Response

  Date: 05/31/2023

  Hello,

  We sincerely apologize for the experience you had with the company we had facilitate your move. At this moment we can give you a credit of $125.00.  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20084363
  
  I am rejecting this response because:
  
  The amount that I have lost due to the overestimate of the move and lack of accountability via movers to brokers supersedes $1500. The movers charged me $400 in surprise fees the day of, in addition to NOT crediting me back for the space I did not use on the vehicle. There was a note in my account with ********************** that I had reduced my box count from 50 to 35 (which should be over $1000 credited back to me) and yet instead, the movers added on an additional 50 cubic sqft just by eyeballing my apartment and added MORE fees for more space.  They didnt even measure the space on the truck. There is zero accountability. The movers do whatever they want when they get here. 
  

  This credit does not even begin to do the complete lack of professionalism during this move justice. Not to mention they showed ** in flip flops smelling of weed, completely unprofessional. 

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

  Business Response

  Date: 06/05/2023

  ******,

  Eagle Moving is willing to offer you a refund of $125.00 which was discussed at the day of pick up. Any further reimbursements would have to be provided by the carrier directly. We cannot discount the space you utilized on the truck.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20084363
  
  I am rejecting this response because:
  
  

  There is a note in my account written by ***************************** stating that my box count estimate went from 50 to 35. 
  

  This reduction in boxes was NOT REPRESENTED BY THE MOVERS. As the brokers it was your responsibility to fight on my behalf to ensure that I was not being swindled by the movers. Do not mischaracterize my request. I am not asking to be credited back for space I used on the truck. I am asking to be credited back for the space I DID NOT USE, to the tune of 15 medium sized boxes. This note exists on my file and I expect it to be honored by the moving company that coordinated the move. As I had zero contact with the carriers, I expect the brokers to coordinate this remedy. 

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

  Customer Answer

  Date: 06/16/2023

   
  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:05/15/2023

  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.

  Job #******* WARNING DO NOT USE THIS SERVICE!!!! #1 the reviews on ****** are false, the positive reviews are fake accounts just to make the buisness look good. #2 they lie and trap you in a contract to keep your deposit. My complaint towards them is I was suppose to move to ******* from ************. To make things easier I thought of hiring movers since it was long distances. The senior representative **** is like a used car salesperson sold you a dream and made promises he couldn't keep. My wife did all the talking to him telling him what boxes and furniture we were moving. He gave a estimate and it was affordable so I paid the deposit of $1500. I specifically asked him "IF ANYTHING WERE TO HAPPEN OR THE MOVE DOESN'T HAPPEN CAN I GET MY DEPOSIT BACK". He said yes its fully refundable anytime you just have too pay the 5% penalty so I said not a problem. After that he was in a rush to have me sign a bill of lading 3 weeks before the move when it needed to be signed 3 days before the move. Unfortunately the move didn't happen and I requested my deposit back. **** nevered answered the phone, my wife called him he said he was out the office and to talk to someone else there wasnt anything he can do. They gave me the biggest run around and stated that they spent the money on the movers. They offered a settlement of $300 and lifetime credit which personally is bullsh*t. All they kept saying was there was nothing they can do and he should of nevered promised you that.

  Business Response

  Date: 05/16/2023

  Hello,

  It looks like you cancelled outside of the cancelation window. However we did offer a refund of $300.00. Before we can issue the refund we need you to accept the email we sent you.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20063215
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/17/2023

  Hello,
  It looks like you cancelled outside of the cancelation window. However we did offer a refund of $300.00. Before we can issue the refund we need you to accept the email we sent you.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20063215
  
  I am rejecting this response because: #1 $300 out of $1500 is a joke #2 the movers no way kept all that money from your company if you offered a life time credit. Lastly your representative made that statement on a recorded line and basically scammed me into it by making false promises. He knew the situation and took advantage.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/17/2023

  Sir,

  You signed off on a contract that stated our company cancellation policy which is a full refund within 72 hours. You booked your move on March 6, 2023 and cancelled your move on March 20, 2023. You were out of your cancellation window. We can give you a refund of $300.00. 

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20063215
  
  I am rejecting this response because: Because after I signed the contract I asked your employee **** can I get my deposit if anything changes. He said yes its refundable anytime, I would have too pay a 5% penalty fee. I'm not about to play these games seriously you guys are ridiculous keeping people hard earn money like its a game.

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

  Business Response

  Date: 05/18/2023

  Electronic Signature:
  CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Eagle Moving Group, **** I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable, unless I notify Eagle Moving Group, **** in writing within 72 hours after signing the bill of lading at ************************************ of my intent to cancel the estimate. I understand that if I cancel my move after 72 hours, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancellation. All refunds will be processed by the next billing cycle. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
  
  Document Emailed On: Monday, 03/06/2023 04:56:56 PM (ET)
  Document Signature Name: *********************
  Document Signature Email: *******************
  Document Signature Date: Monday, 03/06/2023 05:00:23 PM (ET)
  Document Signature IP Address: 100.11.234.233
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

   

   

  This is the signed cancellation policy that is on your contract with **. You were outside of the cancellation window.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20063215
  
  I am rejecting this response because: I'm not even going to keep going back and forth with your company honestly. Your company practices has been exposed by others and it speaks. Everything else is irrelevant to me after this.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/15/2023

  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.

  We received a moving estimate from *********************(ext.207) at Eagle moving group on Apr. 25, 2023 (Estimate #E3955908) for a move of our purchased commercial kitchen equipment from *********, ** to *******, **. ************ understood what would be moved and assured us that everything would be handled accordingly. He told us we would not be responsible for anything besides the $3,847.67 fee. We made a payment of $1,570.67 as a deposit. On April 28, 2023, me and **************, the shipper, received an email from *************************, ***************** at Eagle moving Group Inc., telling ** to prepare for the movers' arrival.On May 2, 2023, we had to pay another $500.00 for 'Transportation related expenses' and received an email of a credit card authorization form.On May 8, 2023, 3 individuals showed up with a truck from a company called Moving Depot. They were hired by Eagle Moving Group Inc. and left without loading the equipment because they were not appropriately equipped for the move. Confused, we called Moving Depot and Eagle Moving Group back and forth only to find out their service wasn't for our type of move. The customer service rep from ********************. suggested I cancel the move. I asked the customer service rep about their cancelation policy as they stated you can only get your money back if you cancel within 72 hours of signing the contract. The representative replied that I would get a full refund since it is not our fault.We requested canceling the move and received an email on May 10, 2023, from the customer service telling ** we would get $700,00 as a refund out of $2,070.67 and that the remaining balance will be given as a store credit which we would have no use for.I demanded a full refund, explaining their own representative assured me I would get a full refund for canceling. I would have wanted them to move my stuff if they were able. They also fail to reply to my emails. I sincerely ask for your help in finding justice with this business.*************

  Business Response

  Date: 05/17/2023

  Hello,

  After reviewing your account it looks like you cancelled outside of the 72 hour cancellation window. We did send an email offering a refund of $700.00. There wouldn't be anything else we can offer at this time. Once the email that billing sent is responded to and agreed upon we will issue the refund of $700.00. Please see cancellation policy below.

   

  Electronic Signature:
  CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Eagle Moving Group, **** I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable, unless I notify Eagle Moving Group, **** in writing within 72 hours after signing the bill of lading at ************************************ of my intent to cancel the estimate. I understand that if I cancel my move after 72 hours, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancellation. All refunds will be processed by the next billing cycle. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
  
  Electronic Signature:
  
  
  Document Emailed On: Tuesday, 04/25/2023 04:06:14 PM (ET)
  Document Signature Name: ***************************
  Document Signature Email: *****************
  Document Signature Date: Tuesday, 04/25/2023 04:08:38 PM (ET)
  Document Signature IP Address: 172.56.185.18
  Internet Browser: Chrome

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20063113
  
  I am rejecting this response because: The cancelation was recommended by their customer service and they assured us that we would get most of our money back which was $2,071.  If that is not what they will pay us back, I want them to proceed my moving as promised.
  
  Sincerely,
  
  *************

  Business Response

  Date: 05/17/2023

  **************,

  We are willing to facilitate the move still. However, you have to get the items put on pallets before we are able to transport it. We also have to do an estimate revision because you will be taking up more space on the truck than we had originally estimated. If you do not want to get them items put on a pallet so we can transport them we can offer you a $700.00 refund.

• Initial Complaint

  Date:05/15/2023

  Type:Billing 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 filing a formal complaint with the BBB against Eagle Moving Group for fraud as they over charged me almost $1000.00 in moving materials and never reimbursed me. I will also be filing a below average Yelp review.I spoke with ****** at Eagle Moving on numerous occasions (I have voice messages from ******, dated 9/7/21 and 9/8/2021) about this issue and he agreed to pay me but they never did CASE# *******. Also, the fact that they charged me $9800.00 for unexplained fees contributed to gas and fleet charges which they never provided is also being investigated.

  Business Response

  Date: 05/26/2023

  Hello,

  This move was two years ago. We can offer a refund of $500.00.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20061609
  
  I am rejecting this response because: I moved into my new home on 10/22 and the refund should be for the entire $988.00 of the unused packing supplies that they charged me for took back.  I deserve the entire refund as per manager ******'s voicemail messages and the count of materials on the invoices provided!!!!  Why would I pay for materials I do not have or did not use?  Who in the world does business like that?  If I return or do not use I get a full refund not a partial one!
  
  Sincerely,
  
  J-me Diamond

  Business Response

  Date: 05/31/2023

  We will refund the $988.00. We will need an address to send the check to so please reach out to customer service so we can assist you. ************.