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:09/25/2023

  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 am requesting a complete refund of my deposit and broker fee. Charge of ******* should be returned to me as soon as possible On the Interstate Bill of Landing Contract I was given, my move was brokered out to "************" based out of ********, **. Another signed copy have the movers East west movers llc out of ******* **.I was feeling hesitant about them due to their poor reviews and 24 complaints to the BBB in 2 years. I was fortunate enough to run into a Licensure Agent for ** Consumer Affairs in ********** who told me that Imovers most definitely DOES NOT have a moving license in **. In ** there is a required Public movers and warehouseman license. They are a fraudulent company that is operating illegally and scamming people. They have a DOT licence and a Business License, But they DO NOT have a Public Movers License issued by the ** ****************************.As a Moving Broker, I would expect you to completely vet those companies that you broker jobs to. As you did not. I will be breaking my contract with you completely and expect a complete return of my $******* order number *******

  Business Response

  Date: 10/25/2023

  Hello,

  Due to your contract you did cancel outside of the 72 hour window and there would be no refund we would be able to issue you.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20650981
  
  I am rejecting this response because:
  You did not do the basic requirements that a broker company is suppose to do. I was persuaded to hand over money under pressure from ******* the sales agent that I would

  miss out on space on the truck (which wasnt her truck so how would she even k ow ?) She never gave me options for the moving company to use- which I later found out was a terrible sham company in **. The moving company never did an in home inventory, I was never  given indication of my rights in any of this . Any thing that was told to me was twisted and lies. I have now moved with a different group so you have done NOTHING for me. I am requesting a full refund . Otherwise it is literally stealing 3k from me .
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/14/2023

  Hello,

   

  Taking a looking into your account we originally offered to redispatch to another carrier as well as a settlement after the cancellation has been submitted in the amount of $800.00. This is to remain good faith with the customer since the cancellation was submitted out of the cancellation window.

   

  Please feel free to reach out to customer service if you have any additional questions or respond to the email sent in regards to the cancellation and the settlement.

   

  Thank you for your patience.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20650981
  
  I am rejecting this response because:
  After I emailed that that amount of money was too low - as I feel that I was misled and coerced and pressured to write a check to you - I never received any other response . Please email me and give me a refund 

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

  Business Response

  Date: 11/22/2023

  Hello,

   

   

  Taking a look at the account the settlement amount offered was accepted on 11/14/2023. Accounting will be refunding $800 and the remaining balance can be utilized for a future long distance move as per agreed in the settlement. 

   

   

  Thank you. 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20650981
  
  I am rejecting this response because:
  I dont feel giving me 800$ is nearly enough for your company doing absolutely nothing but coming me out of my money . I will take the 800 dollars knowing that you will not giving me anything else back - ask you didnt respond to the majority of my emails.  And the rest of the money to work with you in the future ? In what world is that reasonable ? I will actively tell people not to work you you in the future because of how terrible a company you are . Stole my money and did nothing for me . 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/21/2023

  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.

  7/7/2023: BUYER BEWARE!! DO not use this place to move!After speaking to the broker on 9/6/2023 and assured that not only would I be receiving a 24' truck for moving AND having discussed all my belongings to be moved I was given a quote that seemed reasonable and legit. Assured that my stuff would be on a 24' box truck and that I would have the entire space, I signed the **** The movers show up and lo and behold not ONLY do I not get the full truck, I got the equivalent of a 10' moving truck worth of space. NOT even close to enough space. AND in order to move all my stuff, it would loads of extra money. Because I booked this 24 hours previously after going through a worse predatory moving company, I couldn't cancel due to the 72 hour cancellation policy or get any of the 1/2 the cost "deposit" back. I decided to move the space I was "allotted" and put everything non vital into my 10X15 storage unit. AFTER the movers loaded a tenth of the 24' truck with a ridiculously paired down move I was informed my belongings would arrive across the country on a 53' trailer. My delivery address has bridge, weight and max ****** laws in place. HAD the broker put the delivery address into a transportation designed mapping software he would have immediately seen the delivery road has NO access for a 53' trailer. So I had to pivot and get a storage unit that could accommodate the trailer so I wasn't charged yet another accessorial on delivery. By the way, this is supposedly all in the contract of which I never got a copy and the copy I was presented with at pickup was so faded you couldn't read much beyond whatever was in bold print. Delivery comes finally after hearing NOTHING from the company for ****************************************** a warzone. Boxes broken open, bookshelf has a gaping hole in the top, tv shelf with a broken door, computer that was packaged and labeled fragile is busted. I will be filing a cargo claim but OMG, my stuff is ruined. DO NOT USE THIS COMPANY!

  Business Response

  Date: 11/20/2023

  Hello,

  We have put in a request for your paperwork that way we can take a closer look at your order. Usually if the semi cargo can not get into the delivery location a smaller truck might be need to be utilized in order to complete the delivery. This would come at an additional charge. Please allow us the time to receive the paperwork and take a look into this matter. We will be forwarding over a copy over to the email we have on file as well. 

   

  Thank you for your patience. 

  Business Response

  Date: 11/20/2023

  Hello,
  We have put in a request for your paperwork that way we can take a closer look at your order. Usually if the semi cargo can not get into the delivery location a smaller truck might be need to be utilized in order to complete the delivery. This would come at an additional charge. Please allow us the time to receive the paperwork and take a look into this matter. We will be forwarding over a copy over to the email we have on file as well.  In regards to any damaged or missing items please make sure that you file a claim with your carriers insurance. Please visit www.movingclaims.net to begin the claims process.
  
  
  If you need anything feel free to reach out to us.
  
  
  We appreciate your business.
  
  
  
  Thank you for your patience.

• Initial Complaint

  Date:09/20/2023

  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 hired Eagle Moving Group to help me on my big move from Washington to *****. They told me **** days of delivery from pickup with a *** of 21 which was rare. So, I thought okay. Then they subcontracted another company that showed up not speaking English and disrespectful and requiring more money. Felt dirty but I had a flight out a few days later and couldnt change my plans without a lot of fixing and money. I ended up leaving furniture I wanted to take with, fans, lamps and so on. Then, they loaded, wrapped furniture and left. They overstacked and that made me feel nervous. Then I had lied for 50 days until I got most of my stuff. The deliverers didnt speak a English and required more money past agreement again!!! Slammed the truck door in my face and drove off!! Came back and didnt unwrap or assemble from what other movers did. Bikes were in pieces. Several boxes missing including personal items and jewelry. Not a word. Eagle is not taking any responsibility. They should not have this name but should have subcontracting in their name. They oversold yo make the deal then other company wanted more money and had a different contract. There should be one contract only. I want my belongings and money for time and damages. I am a single mom trying to get by and make life manageable. This company made my life more expensive, stressful and violated me. They need to take responsibility. If this happened to a disabled or elderly person what would they do? I had to sleep on the floor and go find food everyday!! My car that was transported thankfully came 2 days after arrival but has needed to be in the shop for repairs because of the transport! It affected my cars acceleration and who knows what happened to it! I want a resolution ASAP!!

  Business Response

  Date: 11/20/2023

  Hello,
  
  I am sorry to hear that you had damages to your belongings. I have copied the insurance information. You have up to nine months to file a claim with the ****************** and you can only submit it one time, so take your time. If you have any missing items, please send me over a list. 9/10 times the items are located and shipped accordingly.
  
  Please visit www.movingclaims.net to begin the claims process
  
  Toll Free: ************
  
  
  ************
  
  Toll Free: ************
  
  
  ************
  
  Fax Number: ************
  
  
  ************
  
  Email: ****************************************
  
  Mailing Address:
  
  P.O. Box ****** *****, ** 33163
  
  If you need anything feel free to reach out to **.
  
  We appreciate your business.

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

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

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

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

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

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

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20633580
  
  I am rejecting this response because: I contacted the claims department for the other carrier and it is a fake. A person answers but the link provided is very suspicious. Just look at the email address.  The carrier would not respond to me again. Therefore, Since you are the company that hired this fake/dishonest company, you are responsible. You chose the carrier, not me. I chose your business and it did not provide good or reasonable service. I emailed missing items but was told Eagle is not responsible and put the responsibility back on the subcontracted carrier. No one wants to take responsibility. 

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

  Business Response

  Date: 11/28/2023

  Hello,

   

  Unfortunately all the claims must be filed by the customer through your ******************. Its not a scam its just a policy and procedure that every moving company has when damages or items are lost regardless if a broker is utilized or not. 

   

  Please feel free to give us a call and we will be able to assist you and walk you through it.

   

   

  Thank you.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20633580
  
  I am rejecting this response because: I already did the abovelet me put up links and you can look for yourself.

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

  Very ***** websitethis is the company you hired. No reviews posted because they are fishy. This is another moving company with the same name but high reviews. I think you hired the wrong company.

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

  Then, I got a fake claim form. Now, when I went through my emails to open again...the form has been updated. Maybe because of my complaint? Why wasnt it real Im the first place? Maybe I will try again, but this is ridiculous!! Businesses cant change things. I still feel its a cover up. The claim form is also 3rd party, so its not part of the second company... 

  Either way...vet and hire legit companies. Hire legal residentsnot illegal workers. Deliver on time. Dont lose things. Dont underestimate only to have the price double at pick up...dont threaten your customers.

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

• Initial Complaint

  Date:09/08/2023

  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.

  Booked w/Eagle Moving Group on 7/13/23 for $2142. Job #*******. Put $988 down with credit card, and was told to pay $577 on pickup and $577 at delivery. I knew I'd be moving no sooner than 9/10 but I hadn't found a new apartment yet. Rep said it was a flexible date, and there'd be no penalty for a date change. Found an apartment & called customer service on 8/18. I told them I didn't have the exact moving date but it would be between 9/17 and 10/1. They said it would be best to put my job on hold, rather than changing the date and then possibly changing it again. They said the cost would remain the same, as long as I gave them notice of the moving date at least 7 business days before the moving date. They said it would take 1-3 days for my furniture to be delivered, after it was picked up. Got a definite move-in date 9/6 & called Eagle with the date: 9/22. Rep told me that the price had increased by $1236, bringing the new total to $3378. He said it had to do with reserving the truck, and since my order had been put on hold, he had to create a new order, job #******* . He also said I'd have to pay $1000 of the balance during the call, which was not mentioned at all previously, and $690 at pickup and $690 at delivery. **** of lading and first rep had said that I'd have 3 payments: at booking, pickup, and delivery. I asked to speak to his manager. She said it had to do with the *** and "peak" season. I asked her when the "peak" season is, and she said September/October. I asked why the cost changed, since the original estimated moving date (Sept. 10) was in Sept, and was over $1000 less. She had no understandable explanation for that, except for *** fees or something like that. Rep also told me that my furniture will be picked up Sept. 18/19, and delivered Sept. 22/23. So 3-5 days for delivery, instead of the original 1-3 days. I did cancel and expect the $1000 back, but I should get the $988 back too.

  Business Response

  Date: 09/22/2023

  Hello,

  After reviewing your file it looks like you were refunded in full $1,000.00. You are outside of your cancellation window for the first deposit.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20573335
  
  I am rejecting this response because: Due to the terrible and unacceptable business practices of your company (which happened more than 72 hours AFTER the initial down payment), I cancelled your services. I didn't just change my mind for no good reason. Since I received nothing but aggravation from your company, there is no ethical reason for you to keep $988 from me. Your company did not provide any service FOR me, so you should not keep any money FROM me. I did not give you a gift or donation. I hired you to perform a service for me, which you did not do, so I want a refund of the $988 down payment.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/25/2023

  Hello,

  After Reviewing your file it looks like you have been refunded in full. There would be no further refunds.

  Customer Answer

  Date: 10/26/2023

  I did receive a full refund but I want to make it very clear that this company has dishonest practices. After repeatingly telling me the price would not change, they almost doubled the price at the last minute. They also originally told me my furniture would be delivered in 1 to 2 days and then changed it to almost a week at the last minute. They're not trustworthy or honest and they should be out of business.

  Customer Answer

  Date: 10/26/2023

   
  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.

   did receive a full refund but this company should not be in business. They make drastic last minute changes including almost doubling the price and greatly extending the amount of time that the furniture delivery will occur.  They also gave me a very hard time about giving me a refund when I canceled my order. I did not cancel the order because I changed my mind for no apparent reason. I canceled because of their dishonest practices. They should not be in business. I hope that everyone planning a move will look at these complaints and avoid hiring this company.

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

• Initial Complaint

  Date:09/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I secured this company for an out of state move and paid a deposit. A week before my move they quoted me a price double the original quote, on which I had to pay another deposit. The next day I cancelled and they returned only the second half of my deposit.

  Business Response

  Date: 09/28/2023

  Hello,

  After looking at your file it looks like the price went up because you added items to your inventory list at the quality assurance call. Therefore if you are taking up more space on the truck then your price will increase as well. You were outside of your cancellation window for the first deposit. It does look like you signed and agreed to the refund for the second deposit therefore you knew the amount you were receiving back.

• Initial Complaint

  Date:09/01/2023

  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.

  Eagle Moving Group (********) gave a quote on July 12, 2023. During this conversation, *** asked how many large items (furniture) and the size of my apartment (2bd). The quote given was $2564.73 with a $1178.73 deposit. Which I paid to reserve the date. My initial move was end of July, with possible date changes.*** stated that box amount will be asked when the moving date gets closer, changing dates will not affect my rates made, that they are locked in, and the would price match if I found another company with lower rates. The following week I contact Eagle to change my move date from July 31st to August. The representative suggested to put my move on hold, but neglected to inform me that this hold would take me out of the locked rates (Pea). It was not until I contacted the company on July 26th with specific dates and spoke with **** that the rates jump from $4.50 cubic sq ft to $6.00 due to the hold. I requested to cancel at this time, but was informed that I would lose my deposit or continue and they would try to adjust prices due to lack of communication regarding hold. An additional 20% deposit was required ($1160.00). Between July 26th and July 31st I attempted to find a more helpful resolution. Unfortunately, emails and phone calls were not answered. When I attempted to call and speak with a manager, I was told the rate changes all the time, the employee falsely informed or I misunderstood and its in my contract. During this call the rep was unhelpful (******) I asked about the price matching, as I found a company who you move my belongings for half the cost of Eagle. I was told price matching only applies within the first week and box count 3-5 days prior to move. I contacted Eagle 2x to give my box count, instead I was told to tell dispatch. Dispatch directed to the movers. When the movers arrived, they informed me it was going to be double. I cancelled my move and spoke with the manager (****). My refund is pending the ************ decision

  Business Response

  Date: 10/30/2023

  We are sorry we missed answering this complaint, if you can re-open this compliant. We did try working this out with the customer unfortunaley the customer did have more items to be added on which changed their price. As for price match gurantee that is when you reserve a move can call 3 days prior and say I need a cheaper price. 

  we did try refunding a partial refund even though the customer was outside the window, however the custome chargedback with their bank since they did that we do not have their funds any more as it was returned to the customer. At this point it is up to the issuing bank to make a decision on the deposit. As of now the customer has all their funds returned in their account. Their is nothing else we can do . 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20552569
  
  I am rejecting this response because: the business did not offer a full refund. In stead, they offered a return of $500. I was obligated to pay Eagle Moving a total of $2,400 across two payments. Services were not rendered or followed their contract. A dispute resolution was initiated by my bank due to this; however, my bank did not transfer funds to my account and was pending an investigation. After my bank performed an investigation, their conclusion was they were unable to credit my account or help further due to Eagle Moving company stating they have a credit on my account. Therefore, will not issue funds and I am to either proceed with a resolution with the company or small claims court. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/10/2023

  The issue here is the customer did not cancel accordint to the policy, when ******* canceled she was outside her window for a refund based on the cancellation policy. we did offer on 09/02/2023 a one time refund in the amount of $580.00 which ******* declined and proceeded with a chargeback of the entire deposit. we legally showed the bank your paperwork and they also decided you were not *********** a refund. 

  As a courtsey even though no refund is due, we are willing to refund $580.00. Please contact our customer service department and mention the bbb responce for the refund your account has been noted. 

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20552569
  
  I am rejecting this response because: I did not decline the offer of $580.00 (attached email thread). Instead, Eagle Moving dropped any attempt to truly resolve this issue after I mentioned that I initiated Dispute Resolution with my bank. My bank has explained that they are unable to assist further due to having a credit for future moves.
  The possibility of using this company or referring are none. Eagle Moving did not even follow their own contract and services were not rendered. A full refund needs to be issued 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/31/2023

  Type:Order 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.

  6/20: Eagle Moving Group sends estimate for moving costs. Requested delivery date of July 10 as well as receiving address was given to them. 6/21: Estimate signed, $1000 paid via credit card.7/7: Called for update, they state that they were having trouble getting in contact with the moving company and would send an email and call back. 7/8: I called and got answering service and they took my information and stated that I should get a call back. 7/10: I called, spoke with ****, stated that my items should be on a truck this week 7/11: I called and spoke with ******: says that the moving company is closed for the day and she would send an email and call back. 7/12: I called and spoke to ******* who transferred me to the moving company number, no answer. 7/17: I called and spoke with ****, he sent another email to the moving company and claimed that we would give me a call back when he hears something. 7/18-7/27: Received no calls from them 7/28: I called and spoke with ******: stated that my stuff had been loaded and that I should get a call back by 3 PM EST on 7/29. 7/29: I called Eagle and spoke with ****. States that she was relaying my message immediately. 8/9: Items delivered (past 21 business day) however several items missing and/or damaged. I called Eagle and they said that the moving company handles their claims in house and told me to call the moving company directly. They were not responsive or timely with updates. I received no updates unless I called personally. They were rude on the phone in their responses. There was no assistance or guidance with claims process, they just directed me to the moving company. However, they are the ones that sent this company. I feel they should be held accountable. I would like a refund or resolution as soon as possible because several of my items are missing or damaged. This is a direct consequence of them sending me that moving company. Eagle Moving Group's lack of professionalism is unacceptable.

  Business Response

  Date: 09/07/2023

  Hello,

  We sincerely apologize for the experience you had with our company and the company we assigned to facilitate your move. As far as the missing and damaged items, that will have to be filed on a claim and done through the carrier directly. I can send you over their customer service number and reach out to them so they can get the claims process started. If you would like to send a list of the missing items to our customer service email we can forward it over to the carrier and see if they can locate the items for you.

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20549838

   

  I am rejecting this response because:

  I have the several numbers from the company and even prior, I had reached out to you guys to contact them and on several occasions, you still did not follow up unless I reached out. See documentation from my original complaint. This isnt just about the missing and damaged items which the company hasnt even been handling appropriately. Its about your company sending a negligent company and the lack of communication and professionalism on your part through the process. I am very unsatisfied and you should not send this company to move anyone else. The money we paid to your company should be refunded fully or at least partially because the services we requested through you have been both mishandled and not communicated appropriately. You offering to give me a phone number is just passing off the responsibility. Eagle Moving Group as a moving broker needs to be accountable. And after reading several other complaints and reviews, it seems that this unprofessional behavior and lack of oversight/support for customers is a long standing issue. 

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

  Business Response

  Date: 10/30/2023

  Hi, We apologized we missed this case responce, we did work this out with the customer and explained how to file a claim as all claims need to be filed towards the carrier and not eagle moving who is just the moving brokerage. we have implented a system where we are tracking all carriers damage claims, if we notice a carriers damage is in excess we will eventually remove them from our network. As of now the customer needs to file a claim with the carrier for any missing or damaged items. 

  As a one time courtsey we can offer a $200.00 refund from the deposit the customer paid us when booking their move. If the customer needs any other assistance please call our customer service **** right away. 

  Customer Answer

  Date: 11/01/2023

   
  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.

  I accept the $200. Where will this money be sent? 

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

• Initial Complaint

  Date:08/28/2023

  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.

  We paid a deposit for a state-to-state move. They gave us a window of 4 hours and never called or showed up. If you are lucky to get someone on the phone, they over talk and talk down to you. They refused to refund us our deposit.

  Business Response

  Date: 09/07/2023

  Hello,

  We apologize for the experience you had with our company and the company we assigned to facilitate your move. After looking at your file it looks like as of 8/29/23 you agreed to a 50% refund. 

• Initial Complaint

  Date:08/28/2023

  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.

  This is the worst moving company buyer beware. Once they receive your deposit it's all downhill. I have called at least twenty times to get a delivery date and repeatedly told the same lie. "You should be getting a call from the dispatcher or driver." I have requested to speak with management and is told some guy name ***** is the customer service manager and refused to give me information about any other management. My items were picked up 8/2/2023 and its 8/28/2023 and I keep being told the same lie. The staff is rude and consistently will lie to you just to get you off the phone. I was double charged when the driver picked up my items and still cannot get a copy of my paid receipt. I was told today by ***** at Eagle that my things were loaded and in transport with a 1-3 day ETA and he talked with the Dispatcher at the trucking company, but when I called the dispatcher I was told my things were not even loaded on a truck . The communication and refusal to let me speak to someone in management. Its feel as if I paid this company to ***************** to keep. I also was told and its on my contract **** days and I would get compensated for a late delivery and now ***** has told me its 30days. This company should not be allowed to operate like this.

  Business Response

  Date: 09/07/2023

  Hello,

  We sincerely apologize for the experience you had with our company and the company we assigned to facilitate your move. After looking at your file it looks like you should be expecting delivery by the end of the weekend. If you have not been delivered by Monday please reach out to customer service so we can try to assist you and get an update from the carrier.

• Initial Complaint

  Date:08/23/2023

  Type:Sales and Advertising 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.

  They are a Moving company. My plan was to move from ******* to **********, but I wasn't sure if I will move. So I asked them to store my Stuff in ******* for 30 days until I have solid information of my move address. The sales person ********* at Eagle Moving said quote can always be adjusted based on where you move so don't this of this as a final quote. I decided to stay in Georgia, I called them to adjust the quote but now they are like once the quote is agreed and signed we cannot update it. Not sure why our sales folks would say something like that and started blaming me for it. They are one of the biggest scammers. Please read their reviews online. Not sure how I missed that!

  Business Response

  Date: 09/28/2023

  Hello,

  We sincerely apologize for the experience you had with our company. After looking at the file it looks like you decided to stay in ** after your items were already in storage. If we would have known beforehand there is a possibility we could have adjusted the quote.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20512770
  
  I am rejecting this response because:
  

  I explicitly mentioned that my move destination might change. And ******** the sales representative also mentioned that it is always possible to update quote as the destination is tbd. I immediately called to update the destination and get my quote updated to which they blatantly ignored.

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

  Business Response

  Date: 10/25/2023

  Hello,

  Unfortunetly there would be no refund we could give at this time.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20512770
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 10/26/2023

  i was promised quote adjustment and I never asked for refund. All I need is quote adjustment 

  Business Response

  Date: 11/14/2023

  Hello,

  Taking a look at your account it looks like your deposit in the amount of $1285.00 has been refunded in full. 

   

   

  Thank you for your patience.

  Customer Answer

  Date: 11/14/2023

   
  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. When will I receive my refund?
  
  Sincerely,
  
  *********************************