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:05/11/2023

  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.

  I have made the same complaint to Cross Country. We have been trying to contact this company since December 2022. On May 5th, 2022, we contacted Eagle Moving Group (broker) with a request for a quote. In the estimate we were charged $8.091.00, but Cross Country charged ** $12.904,53 after having our belongings in the truck. We were also charged for packing tape and moving pads, going against Eagles moving estimate. Our belongings were picked up on 6/9/22 and we were told that we would receive our belongings within the 30 business days. We called multiple times between the period of 6/20/22-8/1/22 inquiring about our delivery with Cross Country representatives. We also tried to email, and from every single email we sent, we got two answers with little information on the status of our moving. The week of 8/1/22, someone said that our belongings had been picked up as of 7/27/22, and there were 3-4 deliveries on the truck, this was the first time we received a false information regarding our delivery status. The week of August 1th, after sleeping in an air mattress for almost two months, with no update on where our belongings were, or when we would get it, we had to buy a bed and work clothes. In one of our calls, the representative at Cross Country told us to just relax and live our life while we waited for delivery. We felt frustrated, worried, and hopeless. We continued to email and make calls until August 17th, when we were told that our belongings were just been picked up, and that there were 6-8 deliveries on this truck and that they anticipated that the delivery would be late the following week. This was the second time with false information. We only received our belongings on September 14th, 2022. Eagle group did not advocate or helped us with anything througout this nightmare. We had a few broken items. We want a refund as the contract allows us to have one.

  Business Response

  Date: 05/16/2023

  Hello,

  We sincerely apologize for the experience you had with our company and the company we had facilitate your move. You will need to file a clam with the carrier. After looking at your file and speaking with the carrier it seems like you never filed a claim but you are in contact with them through the BBB. There wouldn't be any refunds we could issue at this time considering this move happened a year ago. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20048619
  
  I am rejecting this response because:

  We did send an email on December 2022 to file a claim but we had no answer. We emailed again a few months later, but again, no answer. I don't know how we could file a claim if neither of you replied back to our emails? We have proof that we tried to contact you for a refund/claim, but we weren't able to communicate with you until we went through BBB. 

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

  Business Response

  Date: 05/17/2023

  It looks like the carrier is offering $810.00 for the claims. Eagle Moving is willing to offer $200.00. Please contact customer service so we can assist you with the refund.

• Initial Complaint

  Date:05/05/2023

  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.

  Date of transaction was the 26th of April. They intentionally underestimated our cubic feet in order to gain our business. I also have it in WRITING where they were to include my side by sides and a Tesla Model X in the move. This is one of the most corrupt brokers for a moving company I have been able to research and had a contract with. They sent two different companies, neither of which had personnel who had a social security number so they couldn't get onto the Air Force base. THEN, 2 guys in one 26 foot truck were sent. The other two guys didn't have a social security number and couldn't get on the base (for a 3rd attempt). They also showed up late to the pickup, which meant they failed to complete their agreement. The 2 guys who showed up said that they were expecting an apartment based on the size quoted (**** cu ft). Instead, we have a 4 bedroom house! They calculated the cu ft to be over ****. Which would require 2 trucks and almost triple the price, although they couldn't guarantee it wouldn't be more since it would require 2 trucks. Then they told ** they knew nothing about the side by sides or the Tesla Model X! They ended up calling the company and telling ** that this has happened before. We talked to the corrupt Eagle Moving Group and they refused to give us our deposit back. They are MORE than happy to try to get you to cancel the contract so that they keep the deposit. We refused. We ended up in a huge bind. My wife leaving the Air Force, 4 rooms of furniture, and the vehicles. We were beyond overwhelmed and frustrated. They did this to TWO ************* Service members! The BBB should downgrade this company to an F. The owner, *************************** should be in Federal Prison where I used to work!They continue to refuse our refund so we will seek other options if they continue their stance. I already was a Whistleblower for the ********** of ******** Affairs to over 20 million dollars in corruption. Proven integrity.

  Business Response

  Date: 05/16/2023

  *****,

  We sincerely apologize for the experience you had with our company and the company we had facilitate your move. We are willing to offer you a refund however we do need to speak with you first. Please reach out to customer service at ************.

  Thank you.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20025473
  
  I am rejecting their "offer" for multiple reasons.

  Mostly because they cost me signifiantly more money than just the simple down payment.  We had to give away 1/2 our stuff at ****** AFB.  HALF!  And we have documented everything and plan on a class action lawsuit as well.

  I  had to personally load and unload all of the remaining house goods, along with driving the truck **** miles.  We had the expense of the truck, the gas, paying others to help ** move.  THEN, on top of that, I had to tow on of my side-by-sides behind us and we had to leave the ***** model X and another side-by-side at ****** AFB.  I was finally able to pay another hauler to haul the Tesla Model X to ****, ***** but it arrived 3 weeks later and I ate the cost. ALL of this was included in the price we were  quoted.  Of course, it went up 3 times the rate once the movers got there, which is when we fired them.  They were quick to share how we were very nice and even gave them bottled water.  They told ** about how corrupt this company is and how others just get furious and take it out on them.  BTW, The side-by-side is still in ******.  We have no way of getting it to *****.

   

  On top of that, this company literally pays people to give them good reviews.  We can prove this as well.  PLEASE take a look at the **** reviews where you cannot pay people to do that,  ALL of them are a 1 star because you can't give a negative number.  They are also using a BOT for their  ratings becuase it will iterally drop ***** positive reviews, all 5's at the same time.  Of course they will deny this but hey, I have more than enough evidence for this as well.  I hope they try to deny it because it will only keep adding fuel to our already burning fire we plan to share with the appropriate governmental authorities.  

  I haven't even started talking about what this cost ** emotionally and physically.  I've already seen my PCP today for back pain and my wife was in tears. Leaving ****** AFB was my wife's only duty station and we spent all of our time packing instead of being able to say goodbye.   As if this company cares.  Clearly, they do not because all you have to do is read the reviews.  

   Now,  they want to "settle" this so they can have another "settled" BBB complaint?  Uh, NOPE!  As a matter of fact, this company is under investigation.   I was a Whistleblower against the VA, when only 4 percent win.  I've already had discussions with some very high officials about this company in particular and to be honest, I want ***************************, the **** in Federal Prison, where I used to work.  That is exactly where he belongs.   Take a look at the story of the 84 year old woman who they "contracted" a company for and they literally left her without a bed to sleep on.  This company is corrupt from the top down.  And their employees and their attitudes and responses are just an extension of his greed.

  BBB, this company deserves an F rating from you.  Not a B-.  YOU have a responsibility to the ******** People to do your due dilligence and I am asking you to review what is being said about this company in **** and what the ******* States Attorney General is about to do with companies like this.    You have a moral responsibility at this point.

  *******, the customer service guy was extremely rude and told us, "Under no circumstances would we ever get our deposit back".  I'm ok with that.  And guess what.  The ** told me I woiuld never win and the 20 million dollars of corruption that we proved otherwise, is a testimony to my integrity. Feel free to ****** my name and whistleblower. it took 6 years for ** to win.  I don't care how long it takes if it means *************, the owner, will finally be held accountable for what he has done to countless folks. His actions will seal his fate when justice is served.  

  Their offer that they blatantly told me they would never make is rejected, along with all of their corruption.  I look forward to the day this former Whistleblower is brought before Congressional Testimony on companies like this and I will ensure that they know specifics about my case and what they did to us.  And then we can talk about what they have done to others as well.  The list is long.

  They may have think they got away with it yet again hiding behind bots, payoffs and other schemes.  Not this time!
  
  Lt *****************************************

  Business Response

  Date: 06/05/2023

  *****,

  We are offering you a refund of $900.00. If you accept this offer please reach out to customer service so we can assist you.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20025473
  
  I am rejecting this response because it cost me well over $7,500 to do the move.  That doesn't include the fact we were leaving the Air Force and had to give away over **** cubic feet of items valued at over 10K because we couldn't it them on the truck (26 foot).  On top of that, they were completely unprofessional and stated that under NO circumstances would we receive our deposit back.  If you look on ****, where they cannot buy people or use bots, they have a 1 star rating.  

  They put it in writing that they would transport my two side-by-sides and my 2017 Tesla Model X and none of that happend.  On top of that, the first two attempts to get on base were impossible because the folks they sent had no social security numbers.  On the third attempt, only 2 guys showed up that had social security cards and a truck that they determined could handle our household goods.  That was blatantly false as the 26 foot truck, according to the their contracted movers, was about 1/2 of what we needed.  Which was true, thus the reason we gave away so much of our stuff.  

  This is a corrupt company that is now being investigated by the **************** for shady business practices. They even left an 84 year old woman without any bed and refused to do anything to help her.  The idea they would do this to military personnel is outrageous.  So I'm going to *** them for damages. Even if it takes **** years, this horrendous behavior and willing disregard for people and their property is going to be subjected to the court system.  As for their $900 offer, that wouldn't have even paid for the frustration and moving the boxes the night before.  9K wouldn't even pay for that!   

  BBB MUST check the **** responses.  This company deserves an F!  And the idea that you would even rate them any higher puts your integrity into question.

  I have the emails and they have already been turned over to the authorities.  I looke forward to the day that their CEO is in Federal Prison where he belongs.  It's just a matter of time.

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

  Business Response

  Date: 06/13/2023

  *****,
  We are offering you a refund of $900.00. If you accept this offer please reach out to customer service so we can assist you.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20025473
  
  I am rejecting this response PERIOD.  I already stated that it cost me well over 9K for this move because of their failure to do their job.  If they want to offer me the 9K I spent, then I'll consider it.  Otherwise, it is not equitable.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/27/2023

  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.

  Feb 21, 2023 hired Eagle Moving Group. Was given a figure and paid a deposit. Called to give date and was charged for date change. I paid them over $4100 in total. Got bank check in their name as I was told to do. Day of move, another company shows up, so check is NO GOOD and the price jumped $600. I put it on my credit card as I had closed bank account the day before. I left for ** the next day and had NO reason to keep account.I called and asked about a refund, but got a VM telling me basically tough luck. Eagle Moving Group did nothing to earn any monies, NOT one thing. They lied about the pricing, their movers and I want my money returned as they did not earn a cent of it. This move cost me over $11,000 and I am beyond ****** off. $4100. of it was paid to Eagle and the company sent sub contractors. The sub contractors are another matter...jerks is the most polite way to describe them...Eagle bold face lied to me. The pricing, who would do the move, the date change price. As I said, I'm ******.I want a refund from Eagle Moving Group. the last upload is a copy of the check for $3498.73 from yesterday for the sub contractors,

  Business Response

  Date: 05/12/2023

  Joy,

  We sincerely apologize for the experience you had with our company and the company we assigned to facilitate your move. The reason there was a price increase at pick up is due to you having 200 extra cf and a bulky item that you were charged for. You were charged for the date change due to the fact that you were out of the window of 7 business days therefore we had to move the schedule around to make sure you would be picked up. It does state in your contract that a date change fee will be required if you change your dates less than 7 business days in advanced. At this time there would not be any refunds we would be able to provide due to our services being rendered. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19989291
  
  I am rejecting this response because: I told every item to be moved except a small China cabinet and your sub contracts left things behind in my garage. Where is the extra 200 cf?

  The date change bs, I was never told about. That is simply wrong in so many ways.

  I was told to have the check made out your your company and your subcontractors show up saying its wrong. The price increased  $600+ for a small China cabinet? You're joking, right?? That was all that wasn't on the list i told your company was to be moved.

  I was lied to and that is unacceptable.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/16/2023

  Joy,

  We can offer you a one time refund of $400.00 to assist with any charges at pick up. Please reach out to customer service so we can assist you with the refund.

  Thank you.

  Customer Answer

  Date: 05/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that it will have to do. I am NOT happy and think I should receive more of a refund. $400.00 doesn't cover the increase for the extra cabinet. Not happy.

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

• Initial Complaint

  Date:04/27/2023

  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.

  This company misrepresented themselves as movers. They are brokers. Once they got our deposit (over the phone), they did not return calls. They sent a quote that was "too good to be true" and then once we passed the period when it was too late to cancel and get a refund, they upped the price. They also subcontracted with a moving company that has terrible reviews and gave us no options. This is NOT brokering. From what I have read in BBB complaints, they offer $300 to everyone who complains. We were offered that $300 (after a $1600 deposit) as well on the conditon that we do not disparage them but I want to protect other people. Small print is there, but the con job over the phone is very well played. It seem to me that there are 2 people in the company - **** and ****** - who run all the departments. Yes, we were duped, we get it. I also believe they should not be in business. This is my first complaint to the BBB in 45 years of adulthood; I think it's important.(we don't really expect a refund from this dishonest company; it is however strange that businesses can take money when no service was provided )

  Business Response

  Date: 04/27/2023

  *****,

  We sincerely apologize for the experience you had with our company. After looking at your file it does seem like we have kept communication open throughout this process. When the price went up it was because you added additional items during the quality assurance call causing the cubic footage to increase. Unfortunately you are outside of the cancelation window. You booked your move on 2/15/23. You have 72 hours from the time of booking to cancel your move. You are technically outside of the cancellation window. However, we are offering a refund of $300.00. Please contact customer service so we can assist you with the refund.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19988983
  
  I am rejecting this response because: I sincerely believe that this business is a fraud. The response received by the BBB was the same response they send to everyone; it's a template.  I already rejected the $300 offered previously offered in exchange for my silence. this is information I included in my original complaint. They fully represented themselves on the phone as a mover; they are NOT. They also don't s appear to be a broker as they never provided information about the process or the selection of a mover. Every time we called, "******" was on the phone and he did not return calls. As the BBB may note, there have been multiple complaints made against this business with the same experience of "bait and switch" and outright fraud. Again, I fully admit I was scammed, however scammers should not be allowed to prey on people indefinately.  It is clear that  Eagle Moving Group does not take BBB action seriously since they simply provide the template response and move on to the next victim. Might the licensing division of the *** be a better avenue to pursue? 

  Sincerely

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

  Business Response

  Date: 04/27/2023

  *****,

  At this point Eagle Moving is willing to refund you $600.00. Please contact customer service so we can assist you.

  Customer Answer

  Date: 04/27/2023

   
  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:04/23/2023

  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.

  We contacted what we thought was a moving company Eagle Movers. We were not told they are a broker and on the AM of our move a rental truck shows up saying they are Home and Office Movers from MD. I would never consented to this company as they kept changing the game plan. They would not start packing until we paid an additional $3000 for plastic wrap of ALL items. This was not in Eagle contract but we sold our home and had to be in ** in 3 days. Also paid to pack all breakables. They did not use bubblewrap and the man assigned to that job couldnt understand English and was more interested in what was going on with the other crew. We lost many very expensive ***************************** used 1 piece of plain paper and put very heavy items on TOP of the most fragile. Antique pieces broken and new $4K mattress and boxspring broken. When delivered our goods on following Mon am they insisted on $9K in cash or money order before would begin to offload. We had arrived night before on Sunday and were told by ******* when they loaded ** in ** on Thurs PM that we could pay by personal check on delivery. When I called their headquarters I was told that we could pay by check, but then have to wait 30 days for delivery and cash or money order were only option. When we had to find *********** having to wait for them to open, the crew and ******* were agitated. Once offloading we realized they had not loaded all the furniture that was listed in the contract plus left a storage unit because they ran out of room even though they had another truck in ** at our home. I fault Eagle who we contracted with as they had gone over the inventory including the storage unit and did not disclose they used contractors. I fault Home and Office as we were held hostage until we found a way to pay the many different ways they demanded. It was a shell game and highly suspicious. I have always paid half up front and half on delivery. Is this a form of tax evasion? Why so many untraceable methods to pay?

  Business Response

  Date: 05/04/2023

  Hello,

  We sincerely apologize for the experience you had with our company and the company that facilitated your move. As far as the packing charges go it does state in your estimate that it is an additional service and you will be charged for any packing materials used. Moving blankets and packing tape is included in your estimate however any other materials used would be an additional charge. We are willing to give you a refund of $400.00 to assist you with any additional charges that incurred the day of pick up. As far as the broken items go, you are able to file a claim through the carrier. Please reach out to customer service so we can assist you with the refund and the claims information.

• Initial Complaint

  Date:04/14/2023

  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.

  I was quoted **** ** of space with packing included. Based on the price, if we did the packing or even partially packed the house, the $1580 would be reduced from the overall price prior to my stuff being shipped to KY from TX. The actual moving company came in and immediately went through all the inventory items that ***************** from Eagle assessed based on a video walk through and state of the art computer systems that calculate the ** needed. ****************** underestimated our move by roughly 1200**, which is substantial. ***** also told me that we would have 1.5 26ft moving trucks. Which isnt what the hired company they used had on there paperwork. The total ended up being 1.5 truck loads, so that was accurate, however based on the ** we were given it would be less than 1 truck. So our total ** was ******. We deleted several items from our initial list and didnt add anything. We also loaded up 224 ** of extra stuff into a trailer I was pulling myself with work materials and tools. So the math should have been less that **** ** based on the stuff we deleted, and ended up at **** ** without adding anything. Not to mention the added cost that brings to a move. We are talking $3890 worth of extra. Eagle says they arent responsible, however, my contract and initial payment went to them. They were also my point of contact up to the day the movers showed up. After that, they have been almost impossible to deal with and I can no longer get ***************** on the phone. He is ducking my calls and putting me off to the customer service desk who cant do anything for me. They refuse to obtain the documentation from the movers they hired in order to review the major discrepancy in their estimate of space usage with there state of the art computer program that calculates all the items we show them were to be moved. If it were only a few hundred to 500**, I wouldnt have wasted my time, but 1200** is horribly off. Eagle Moving group needs to cover some of the cost

  Business Response

  Date: 04/17/2023

  Hello,

  We sincerely apologize for the experience you had with our company and the company we assigned to facilitate your move. We did receive the paperwork from the carrier and after reviewing it there is additional items that were loaded onto the truck that were not on the inventory you gave us. Eagle Moving is willing to offer a compensation of $500.00 back onto the card you utilized to pay your deposit with to assist you with the additional costs incurred the day of pick up. Please reach out to customer service so we can further assist you with the compensation.

   

  Thank you.

• Initial Complaint

  Date:04/05/2023

  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.

  I was quoted a price for a move of 614 cubic square feet. I actually needed **** cubic square feet so from the beginning they provided me inaccurate information. The original cost $3,400 and I ended up paying $9,900. This brokerage company lied to me about everything and their customer service is awful!

  Business Response

  Date: 04/07/2023

  Hello,

  We do apologize for the experience you had with our company. However, your estimate is based off of the inventory you provide us. The inventory is what generates the amount of space we estimate you will take up. Unfortunately you did have more inventory resulting in more space needed. We are willing to offer $200.00 as a compensation for any additional charges. Please contact customer service so we can assist you with the refund. 

   

  Thank you.

• Initial Complaint

  Date:03/25/2023

  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.

  On 3/5/22, I signed a moving estimate with Eagle Moving Group and paid a deposit of $2754.42. On this estimate Eagle agreed to use SOS Servicing as my carrier (attachment: Estimate from **** 3.5.22). My understanding, based on an email from representative ***************************** the day before (attachment: **** ************** 3.4.22), was that Eagle Moving Group would use SOS Moving LA as my moving carrier. On May 5th, I was contacted by *************** Long ****************** Solutions in ********* (poor BBB reviews), saying they were my assigned carrier (attachment: *************** Confirmation 5.5.22). I called and left a message with Eagle Moving, texted ****'s cell phone number, left a voicemail at his work number, and sent him an email (attachment: Email to **** 5.5.22), asking for help in being reassigned to SOS Moving LA.The next day I had received no response from ****. I called his work number again and left another message. I called customer service and was told I was now assigned to SOS Moving LA. I called SOS Moving LA to confirm, and they told me they do not use brokers, and had never worked with Eagle Moving Group before (which contradicted ****'s 3.4 ************** to me). I then received a call from Aknazar Moving LLC, letting me know that they were going to be my carrier. At this point it was clear that Eagle Moving Group had lied to me about intending to use SOS as my carrier, and broken the terms and conditions of the estimate they provided. Unwilling to continue to do business with a company that had lied to me, I emailed to cancel the move (attachment: Cancellation of move email 5.6.22). In response, Eagle refunded my second deposit of $1,500, but said they would not refund the first deposit of $2754.42 because I was outside the cancellation window. I emailed a response (attachment: Response to Eagle 5.6.22) requesting the full refund. I received no response. I would like to receive the full refund of my initial deposit of $2,754.42.

  Business Response

  Date: 03/27/2023

  Hello,

  This job was done almost a year ago. We have already refunded you $1,500.00. There wouldn't be anything further we could do.

  Customer Answer

  Date: 04/08/2023

   
  Complaint: 19852993
  

  I am rejecting this response because: the business isn't attempting to resolve the complaint. They said they "did the job almost a year ago," which is not true. They never did the job because I cancelled it, since they repeatedly declined to use the mover specified in my signed estimate. They still owe me $2754.42 as a refund (for a job they never did), which is what I am requesting and what they can now do. As far as it being almost a year ago, I initially requested this refund immediately after this all happened in May 2022 and Eagle moving did not respond to any of my emails.

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

  Business Response

  Date: 04/10/2023

  Sir,

  When you chargedback with your card holder they found that our services were provided. Which they were. We assigned a mover to your file. Even after you tried to reverse the charge we gave you a refund of $1,500.00. This was booked and dealt with a year ago. We no longer have any way to refund anymore. At this point there will be no further refunds considering our services were provided.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19852993
  
  I am rejecting this response because: Eagle Moving is claiming that they "provided me services." I already provided documentation of my cancelling their services, which I've reattached here. I've also attached here my bill of lading from SOS Moving, which is the company that DID provide my moving services. I finally booked with them myself after Eagle failed to do so, despite committing to do so in their binding estimate. 

  Eagle Moving never provided me any services, and I would like a refund of the $2,754.42 they still owe me. 

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

• Initial Complaint

  Date:03/12/2023

  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.

  Around the end of Feb 2023 my friend and I highered eagle moving to move my friend from ** to **. they quoted ** **** deposit and then 700 on pickup and 700 on delivery. They also promised they would be picking up my friends things on the 27th or 28th. They did not show up until the 3rd of March. Then proceeded to tell us the quoted price was wrong and it was over 250 more then the original price. We don't even know where my friends things are at the moment. I called the movers and they we're extremely rude to me. My friend called them and they threatened to sell her stuff if we didn't pay them. How is that legal? These people should not be in business with the public or at all.

  Business Response

  Date: 03/13/2023

  Hello,

  So after looking at the file it does look like there was bad weather which delayed pick up. Unfortunately that is something that is out of anyones control. However, it also looks like you were asked to not call our office due to disrespecting our employees which is probably why you got the response you did from the movers. If ****** would like to call in we will speak with her in regards to the move. Thank you.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19587081
  
  I am rejecting this response because:

  We had everything set up with timing and a set schedule. Bad weather is not our problem. We had set timeliness that had to be followed so the move would cost less, not more. A company should have things in place for these situations. And I was only rude when you were rude to me in the first place. I am actually a very nice guy but you were very disrespectful. And your moving company still threatened my friend. I would like a refund. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/23/2023

  Sir,

  Weather is out of anyones hands. The drivers lives will not be put on the line due to you having a timeline. You will not be receiving a refund. Thank you.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19587081
  
  I am rejecting this response because:
  

  The company you hired threatened myself and ****** multiple times to steal and sell our belongings. This is unacceptable behavior. 

  We also took a look at the weather forecast for that time. The weather conditions only worsened days after they we're supposed to pick up our belongings. 

  I would like a full refund. Please do not drag this out any longer. 

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

• Initial Complaint

  Date:03/08/2023

  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 was in search of a moving company Friday and received a call from Eagle moving. Talked everything over with him. Agreed to allow them to move me. Gave them my checking account over the phone for the amount to come out on Wednesday. Friday afternoon after reconsideration I responded to one of the emails and requested the move be canceled. I received an email back almost immediately saying that the cancellation had been sent to the cancellation department and I should hear back from them tomorrow. Tomorrow was a Saturday so I didnt think anything of it when I remembered to contact them it was Tuesday. They told me I never filled out a cancellation form which I did not. However, I was never informed I needed to. I filled out the cancellation form Tuesday morning as I was requested to do And I was told I would get a phone call right back. I never got a phone call so I sent in another cancellation form Tuesday night and realized that they had taken my deposit out of my account by this time. It was supposed to have been canceled. they will not return my call. I was told that it was a forfeited deposit since I did not contact the proper department in time. This was told by a representative that happened to answer the phone when I called but it was not the correct department.

  Business Response

  Date: 03/08/2023

  Hello,

  In your estimate that you signed when you signed up it does state that in order to cancel you need to submit a cancellation request in writing. It also states that we cannot promise a one day pick up window and usually it would be an additional cost if we were able to accommodate it. Unfortunately we would not be able to provide a refund at this time. 

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is incorrect but resolution is satisfactory to me due to another email document that states I will get a check for the full amount 30 days after the payment was taken.  Per that email i will get a full refund by the 2nd week in April, 2023.  I was advised that if i didn't update the BBB that the check would not be processed.  If I do not get the check as stated in my email i will be updating this complaint.
  
  Sincerely,
  
  *****************************