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:10/20/2022

  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.

  July 20, 2022, Eagle Moving Group - E3897617 Job Number We hired Eagle Moving Group to move us from ** to ** on Aug 29. On July 20, we paid $2871 toward the $8710 move. On August 25, ***************** called and increase our moving cost to $12234.61 and paid another $2,000 toward the move. This is four days before we were set to move. They said the price increase was because we added more boxes even though we got rid of many heavy pieces of furniture. There was nothing they could do about the increase in price because it goes by a set formula. On Friday, August 26, customer service called and said the truck would be there on Monday, August 29, between ****. Monday, August 29, no trucks arrive by two. We call the dispatch number (given to us by *****************)and they stated the trucks are running behind they will be after 4, sometime after 6 PM we get a call from **********, *************, which identified itself as Eagle Moving Group. They stated they were in ******* and there was some kind of explosion but they would still be there in 2-4 hours impossible. They were still a no-show at 10 PM. We called our realtor and she made arrangements with her family members to move out on August 30 by midnight. Eagle Moving should have been sitting in our driveway early Tuesday morning but by 9:30 they were still a no-show. They did show up after all our other arrangements were made with four men and two small UHaul trucks that all of our household goods would not fit. Eagle Moving Group will not refund our money because we didn't cancel. We had no intention of canceling, they just didn't show up and do the job of moving our providing moving materials and moving our household as promised in the contract. And we never had a set delivery date for trucks arriving in **, so we needed two cashier's checks made out to Eagle Moving Group to pay for pick up and delivery. The good thing was when they didn't show we able to go back to our bank.

  Business Response

  Date: 10/31/2022

  We do apologize for the experience you had with our company and the company we assigned to facilitate your move. After looking at your file it does look like you did a chargeback with your bank for the deposit you made with us. Unfortunately at this point it is up to our merchant and your bank to decide what happens to the deposit. In the moving industry there are often times delays which is why we don't promise pick up and delivery dates and times.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18253598
  
  I am rejecting this response because:  Yes, we did receive at temporary credit to our account but nothing is resolved because Eagle Moving Group hasn't refunded any monies received for deposit paid to them.  The  dispute process is stalled because Eagle Moving Group isn't refunding money to credit card company. An apology isn't good enough if you can't keep promises for pick-up or delivery, we shouldn't have signed an agreement and made deposits to an opened ended contract.  You owe us a complete refund.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2022

  Sir,

  This matter is now up to our merchant and your bank. If we have proven that our services have been rendered then you will not be receiving a refund. We tried to call you multiple times during pick up to try to assist you with the complications but you did not answer.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18253598
  
  I am rejecting this response because:  No services were rendered and your calls to cancel on August 31, were to late we were moved out and on our way to your new house.  We missed every RED flag warning us of your bad business practices and I hope this help other people to be more vigilant. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/13/2022

  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.

  My daughter, ************* hired Eagle Movers to move her ********************** from *********, **** to **************, ******* Sept. 23, 2022.Eagle Movers contracts out to Cross Country Movers Group (**).Movers never showed up on Sept. 23, 2022.Arrived Sept. 24, 2022 and charged my daughter "extra" fees for stairs (there are NO STAIRS) and "extra" footsteps (they knew she was on the 20th floor).10-14 DAY DELIVERY PROMISED.It is Oct. 13, ******************************************************** *******. She has been sleeping on the floor for almost 3 weeks.Eagle Movers response...."TOO BAD" & "THEY MAY GET THEIR STUFF THIS WEEKEND".UNACCEPTABLE but there is nothing I can do. At their mercy.

  Business Response

  Date: 10/19/2022

  Hello,

  Delivery will be tomorrow October 20, 2022 7am-9am.

  If we can further assist you please let us know.

• Initial Complaint

  Date:10/05/2022

  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 moved from ** to TN. We hired Eagle Moving Group based on a quote for $2,913.52 based on our list of inventory items. Payment was to include disassembly and reassembly of furniture, and transport of items to new location. We paid an initial deposit of $1,182.17 upon reservation. We also made slight adjustments to our inventory list and paid an additional $300 for these items at time of notification to them.When the movers arrived to pick up items, they gave us a new estimate of $5,000 and told us the price would likely be less when they were done, but they like to overestimate first, just in case. After packing all the items, the bill due was over $7,000! This was more than double than what was quoted to us. We had already provided additional payment for items added to the list earlier, and did not have additional items to move that would have doubled the price.We provided payment because we have two small children and employment lined up to start at our new location, and needed to move when we had planned and scheduled for. Once moved, I contacted the company to inquire about the price discrepancy. I was told they would need to have the moving documents sent over to them and then they could look into doing a price adjustment or discount. I have since called multiple times and every time am told someone is on lunch, or already on the phone and I will receive a call back later. We moved mid July, and it is now the end of September and I have yet to have anyone attempt to resolve this issue.

  Business Response

  Date: 11/28/2022

  Hello,

  We requested the paperwork for your move from the carrier and we should have it back and be in contact with you by the end of the week. I do apologize for the experience you had with our company and the company we assigned to facilitate your move. 

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18145164
  
  I am rejecting this response because:

  I would like further response after review of the documents.

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

  Business Response

  Date: 12/30/2022

  Hello,

  We are sincerely sorry for the experience you had with our company and the company we assigned to facilitate your move. However, it does look like you were charged more due to the increase of cubic footage utilized on the truck. Unfortunately there wouldn't be any compensation we could give you in regards to this matter. You are more than welcome to reach out to the carrier and see if you can work something out with them for a price reduction.

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18145164
  
  I am rejecting this response because:
  

  We were given a quote for the amount of space for the items we needed moved. The final bill said we had used double the space in the truck. If that was true, then we should have been able to move 4 full size couches, 2 sets of washers and dryers, 6 mattresses, and over 70 boxes for the price we were charged. The paperwork clearly shows that we did not have near the amount of items to double the cost.

  I am very disappointed at the complete lack of customer service with this company. There is obviously no effort on their part to offer any remedy to this situation at all. It clearly does not value its clients or stand by their word.

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

  Business Response

  Date: 02/13/2023

  Hello,

  We are able to make an offer for $200.00 in compensation. Any other compensation would need to be requested directly through the carrier which is Home & Office Movers. Please contact our customer service so we can process the refund.

• Initial Complaint

  Date:09/30/2022

  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.

  DO NOT USE THIS COMPANY. TRUST these reviews you see. This company is extremely shady. I didnt trust these reviews and ended up paying almost 3x the quote. I was contacted by them for my long distance move and was assured 5-6 times that the price they quoted me was correct and that it wouldnt change when the movers go there. We visually confirmed and went through every item I had and I paid a $1300 deposit. However on moving day I was told Id have to pay an extra $**** to get the move done. Keep in mind Im trying to buy a house and you cannot have these kinda unexpected expenses when going through an underwriting process. Had I know it would be an extra **** I would have waited for the move. They would let me cancel as they wouldnt give me a refund so I was left either to lose my money or spend more money. This is a complete bait and switch company and shouldnt be allowed to get away with this kinda shady business practices. The worst part after paying all this extra money they wouldnt except my check because they said it wouldnt clear in time by the time the drive got to **********. So I then had to call and pay by credit card and after that they driver tried to extort me and say I needed to pay him cash upon delivery even though I had already paid. He said I didnt pay via credit card and that my stuff wouldnt be delivered if I didnt. This is the biggest bait and switch extortion company ever. Please put them out of business.

  Business Response

  Date: 10/18/2022

  Hello,

  We do apologize for your experience with the company we assigned to facilitate your move. After looking in your file it looks like we had no knowledge of there being any increase in price or cubic footage upon pickup. If we had knowledge of these issues we would have tried to assist you in the best way we could. We will request your paperwork to see why there was additional costs incurred.