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:07/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initially spoke with Sales Representative, *******************************. During our phone calls and booking he promised NEXT DAY delivery and that all wrapping of pictures and tv (where were specifically listed and itemized) is included within the quoted price. Upon pick up, the movers up-charged stating that wrapping was not included. In the boxes I packed I included items such as infant formula since ******************************* promised that all my items would be on my own truck and immediately delivered to the destination the next day. After calling numerous times, I was informed that delivery would take up to 30 days. ******, the stated Operations Manager, was incredibly rude every time I called for an update. She was the most unpleasant person I have ever spoken with and should not be in a **************** position. In addition to her unpleasantness, she asked if I would be willing to pay an additional $1,000 for a possible guarantee of an earlier delivery date to which I declined. 12 days later, 50+ phone calls and many promised delivery dates that passed, my items were delivered. Unsurprisingly they were delivered damaged, wet. and mangled. In addition, my daughter's crib mattress, mattress support spring, and changing table were lost and no where to be found. These items totaled approximately $750 and were less than a year old in perfect condition. All our clothes were wet as if they were left in a storm and there was significant water damage on all furniture which we will need to pay to repair.

  Business Response

  Date: 07/29/2024

  Hello,

   

  Taking a look at the account it looks like there is a active dispute. For any further information please contact your financial institution. 

   

  Thank you. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21990879
  
  I am rejecting this response because there is no resolution. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/08/2024

  Hello,

   

  
  Your dispute with your financial institution is still open. Please contact them for any further updates in regards to your dispute. At this time we cannot assist on the account since you disputed the deposit amount after services have been rendered as well as receiving your delivery.

   

   

  Thank you.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21990879
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Breach of contract this company charged me for moving services they didn't do. Defrauded my bank boa of ******* dollars with an incomplete transport document missing my signature. The bank gave them my money.

  Business Response

  Date: 07/23/2024

  Hello,

   

   

  We attempted to locate the account with the information on this complaint however we do not have any customer in our database that match the phone number name or email associated to this complaint. Do you have the phone number or order number that way we can take a further look into this?

   

   

  Thank you. 

  Customer Answer

  Date: 08/07/2024

  Eagle Moving Group Inc., 1325 s. ************************************,  **************  *************. Phone  ************, Dot: ******* MC: ********

  Business Response

  Date: 08/08/2024

  Hello,

   

  
  Just tried to search our database again and I am still cannot find a customer that matches the information on this complaint. Please feel free to give us a call directly at ************,

   

   

  Thank you. 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21973539
  
  I am rejecting this response because: the bill of lading shows the company never moved my household goods yet charged for service not done. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/16/2024

  Hello,

   

  
  I was able to locate Please advise you cancelled out of the cancellation window and then opened a dispute with your banking institution without giving us an attempt at issuing you a settlement or refund. As of right not it looks like there is an open dispute. Please contact your banking institution if you need any assists or have any questions.

   

   

  Thank you

   

   

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First off we were told ***** move and were charged ***** after all said and done. I was told several times when I was having issues that I would get a call back and never received one. I was told by different people I would get comp for the contracted movers they used because they were late and pick up and drop off. I tried today to get a follow up and they referred me to the other moving company and that company said that it was the Eagle moving company issue. I have been nothing but patient with this company and I am done and if one company gets a review the other involved will get the same review. My stuff was broken when it was brought to me. The person that boxed my stuff up also boxed up a bag of trash. The movers also left me with things that did not belong to me.

  Business Response

  Date: 07/20/2024

  Hello,

   

   

  I have put in the request for your paperwork as well as the inventory sheet that way we are able to review what was loaded on the day of pick up with the inventory list provided on your estimate. Once we receive the paperwork we will be reaching out to you and going over the review.

   

  Thank you for your patience. 

  Customer Answer

  Date: 08/02/2024

  I am still waiting to hear from both companies about compensation for my broken items. So far the answer I got was well our insurance will handle it. Still waiting month later

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21958710
  
  I am rejecting this response because:

  I am still waiting to hear from both companies about compensation for my broken items. So far the answer I got was well our insurance will handle it. Still waiting month later
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 08/08/2024

  Hello,

   

   

  Taking a look into the account it looks like you spoke to our representatives in regards to filing a claim.  Please call **************** for any updates or email ********************

   

   

  Thank you. 

• Initial Complaint

  Date:07/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed an original contracted with Eagle the first week of April to move my household goods from *********, ** to **********, **. The original moving company then contract with another party, Relocate VANLINES, that actually performed the work. The movers were late, rude and damaged goods during the process (my mother has photos of boxes that were dropped down a flight of outdoor stairs). After loading all the items they then told my mother, who served as my POC onsite as Im recovering from a domestic violence assault that resulted in a TBI that required a craniotomy hence why I was moving and desperate to get my items and my mother out of the residence as quickly as possible, that the price would be more than originally agreed upon. However, no further details were provided or agreed upon and they coerced her into a signature because of the situation . They also said they would deliver the goods the same day or next day. I also paid the reservation and pick-up fee, understanding I would have to pay the delivery upon receipt. However, we were never contacted for delivery and after weeks of reaching out to both companies the items had been unloaded in their **********, Al., location and Id start accruing interest and storage fees until I paid the outrageous amount- more than four times what I was supposed to owe.At this time Ive requested thru email to both companies that I just want the address to pick up my goods and I no longer want their services. They have yet to respond, and are basically holding all my items hostage. I simply want my items back and will drive the 6 hours to ******* rather than the 3 hours to TN to retrieve my items.

  Business Response

  Date: 07/20/2024

  Hello,

   

  Please advise we have been speaking with this customer and have had an open line of communication. The customer is still needing to pay the 50% of the remaining balance owed prior to proccing delivery. The carrier has an email thread with this customer and we have been CC'd on this as well. The carrier has been attempting since 5/20. Please advise that you paid $500 at pick up when the balance due for your pick up payment was $1591.50. The remaining balance to complete the pick up payment is $1091.00 that way they are able to schedule your delivery. Your payment due at delivery is $1591.50. 

   

  If you have any questions please feel free to reach us at ************.

   

  Thank you. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21953775
  
  I am rejecting this response because:
  

  I am not satisfied with this response. My original quote was approximately $1,900 total, of which you can see I paid $936 for the reservation and $500 at pickup. I was to owe another $500 upon delivery which was supposed to take place April 6. Not only did they not attempt to deliver the goods, but took my belongings in the opposite direction and unloaded to increase the cost for final delivery. Additionally, they dropped several items down the stairs of breakables which I have not been able to inspect. (I do have video of the boxes falling down the stairs and the representatives distasteful and rude interaction with my mother.)
  
  I am willing to pay the remaining $500 which was original agreement upon their delivery of my goods to ********** *** 
  
  Further, I chose Eagle Moving because their sales **** ***** assured me of a low-cost move with a reputable company that had been in business for decades. I was not aware or nor consulted about the third party (Relo) that is holding my goods, and in my opinion executing less than seemly business tactics to increase their revenue. 

  Please see attachments.

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

  Business Response

  Date: 07/31/2024

  Hello,

   

  
  Taking a deeper look into your order it looks like we already reviewed your paperwork and spoke with you on 6/3 and advised the following:

   

  Hello ********,
  
  Our company provides an estimate based on the inventory list provided by the customer. If on the day of your pick you required additional space or additional services at that point and time that supersede our estimate. Please advise that we have checked everything out in regards to your order and everything is qualifiable.
  
  
  Thank you.  

   

  There has been multiple email threads as well in regards to the customer owing pick up payment before it can be put in to transit etc.

   

  I have attached all correspondence between the customer, myself, and the carrier.

   

   

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21953775
  
  I am rejecting this response due to the reasons previously outlined. 
  
  Here are the resolutions I would willing to accept:

  1- My household goods are delivered in their entirety to the address I provide in ********, and I will pay the remaining $500 that was agreed upon in the beginning on this contract. Note: I will not pay in cash as the mover said was required when he picked up the items however I will pay with a debt card upon delivery of services. We were later told on the phone they would never ask for cash. 
  
  2- *********** provides an address and potential days and times for me to pick up my belongings personally. Id also be contacting the local sheriffs office for an ****** as I feel this is a hostile situation and would be in fear for my safety and those helping me. 
  
  If neither of this solutions is accepted, then here are the following actions I will take:

  1- Pursue criminal charges for coercion, theft and blackmail with the appropriate local, state and federal authorities as needed given the goods were transported across state lines. 
  
  2 Provide honest, persuasive and detailed testimonies depicting the situation Ive experienced with both these companies to all websites and online forums available within this industry.
  
  3- Contact additional state and federal government entities, including the ********** of *************** the ************************ for Consumer Protection, the **** and the Labor **********, among others. 
  
  I look forward to a response, and hopefully a positive way forward for all parties involved.
  
  Sincerely,
  Kassidie 

  
  

• Initial Complaint

  Date:07/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged for Cubic feet space that was not provided Was charged for services not provided (furniture that was dissembled was not assembled) Larger items not placed in specific rooms as promised Items missing not delivered Received property that did not belong to us Damaged goods Bait and switch pricing.

  Business Response

  Date: 07/20/2024

  Hello,

   

   

  We have requested your paperwork that way we can ensure how much space was utilized on your final bill as well as take a look over the inventory list of the items that were added to make sure that everything is qualifiable.

   

  Thank you. 

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 13 I signed an agreement for Eagle moving company to ship my furniture from ***** to **********. My amount to pay was 2500 due to me being in the military and the amount of furniture I was moving. My ignorance of how business is done resulted in me paying additional 600 I have attached the moving company information that work under Eagle at the time I didnt know other companies were delivering my goods I thought it was Eagle . dollars because i couldnt remember everything but basic things I remembered like dining room table Etc. Eagle moving company did not move my things another company came and explained that *********************** who they refuse to let me talk to didnt tell me the truth of how the process works which resulted in an additional 300 dollars outside of what was promised was given to these companies. I was threatened and money taken from my credit card due this unfortunate ordeal.I have attached the information about the companies connected with eagle that handled my goods and charged me additional money outside of the original agreement made with *************************** I tried to reach out to him ************* but was denied and told he will not speak with me.

  Business Response

  Date: 07/16/2024

  Hello,

   

   

  Taking a look into your account it looks like the customer opened a dispute with their financial institution. At this time any refunds or settlements would have to be made through your financial institution since it is under review.

   

   

  Thank you. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21946856
  
  I am rejecting this response because:
  The credit card company refunded the money back because the contract contained a signature but it was amended. And I didnt sign it so thats not true.  I lost $3060 because of Mia *********** and not being honest and forthcoming of this process as a military service member I trusted and respected *************************** was doing the right thing I was taken advantage of and dont appreciate it at all. Please rectify this situation. Thank you 
  Sincerely,
  
  *************************

  Business Response

  Date: 07/24/2024

  Hello,

   

  Please advise that once a dispute is opened by the customer with their financial institution the funds are automatically unavailable. At this time since there is still an open dispute pending we do not have any further information in regards to this order. Your financial institution can answer any of the questions you may have. 

   

   

  Thank you. 

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I could leave a zero review, I'd do it. I planned way ahead in March to get moved by the end of May. I spent 2 hours on the phone with ****** discussing what we had to move, including a 1947 Farmall Super A tractor with a loader and back blade. Got the quote, and was pleasantly surprised.2 weeks before move day, I get a call from them going over what we had again, and if there were additions or deletions. To my surprise again, they increased the cost by $12,000.00. The original quote stated a half of a 26 foot truck (896 cf), which I didn't catch. BEWARE! The revised "estimate" had us at 1800cf. They "dickered" down to an extra $8500.00 "doing me a favor." I said no (couldn't afford it!) and asked for my $2117.00 deposit back due to their inaccurate square footage "mistake" , and of course they said no. First they offered $400.00, then $800.00, final was less than half. I did not take it, and will *** the c*** out of them and win.I am retired, I'm also a Vet. To treat people like this is horrible. I see reviews NOW that are more of the same I am going through. It's clearly a bait and switch operation. Anyone leaving a positive review HAS to have been paid for it.

  Business Response

  Date: 07/16/2024

  Hello,

   

  Taking a look at your account it was refunded in full in April. We are glad we were able to find a mutual resolution.

   

   

  Thank you. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21939168
  
  I am rejecting this response because: We had been refunded for cancelling my daughter and her husband's add on. If you would care to actually look at the whole account, you still owe us for our portion. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/26/2024

  Hello,

   

   

  Please advise we refunded you even after you were out of the cancellation window. You were refunded in full.

   

  Thank you. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21939168
  
  I am rejecting this response because: I plainly stated you refunded my daughter and her husbands add on. You did refund the whole deposit for THEIR add on, because it WAS within the cancellation window. You clearly didn't look at the whole account. I gave you a deposit of $2117.00 in March. Their add on was in April, and refunded in April. You obviously misquoted the square foot on the original quote by more than 1000 square feet. You increased the cost by more than I could afford in May. With the modification, that made the original contract null and void. You didn't even change the quote numbers, just the "modifications" you made (Basically more itemization of the already listed items on the bill of lading). You owe me the whole $2117.00. If you'd like I can supply the email string of the insulting payback numbers that your customer service people sent me. The last "offer" was for less than half of my deposit. If I don't get restitution through the BBB, then I will seek other means in court. Obviously from the other listed complaints, I am not the only one you've done the exact same thing to. Bait and Switch.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 07/29/2024

  Eagle says they refunded us. They refunded the addition of my daughter and her husband, which we cancelled WITHIN their cancelation window. We have not received a dime in refund for the $2117.00 we gave them as a deposit in March, 2024. I have attached the email string in text format for your review.

   

  *****************************.

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are a complete SCAM I spoke with their representative and gave a detailed list of my items. the representative gave me the quote. I told her I was unsure if I was bringing my sectional couch or not. she said there was plenty of room, and that there wouldnt be an additional charge to add it. I called and added it. I found out today ( the day of my move) that they dont do the move. they subcontract other companies to do the work for them. They have the incorrect statement to the other company so they were anticipating a MUCH smaller move. I provided the company the correct document and in reviewing it with them realized the rep I spoke with didnt put in the second bed, nor did they add the sectional. they added a 3 seat couch. The move is now costing $2000 more than what I was quoted, eagle is closed on Saturdays. I called their help line, and they stated somebody would call within the hour. its been 5 hours and no call. the movers just finished my packing, and had me sign that I understand delivery could take up to 30 days when eagle told me delivery would happen within a couple of days. additionally the representative told me they would break down all furniture etc. my family is at the house currently breaking down furniture for the moving team. I am BEYOND livid that I didnt take the time to look at reviews for this company.

  Business Response

  Date: 07/12/2024

  Hello,

   

   

  Taking a look at your account it looks like one of our supervisors has been working on a resolution for you and has been in contact with you and your carrier. We are currently working with your carrier to determine what the additional charges are for since the review of your paperwork has been completed. We will be reaching out to you later today as well for an update. 

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21921095
  
  I am rejecting this response because:
  

  Nobody from your team has reached out. The contract I signed states that my items will be delivered two weeks after pick up. That date is tomorrow, and I have heard nothing. The company that you gave my move to has awful reviews as yours does. All of their phone lines listed online are out of service. I am sleeping on an air mattress with a ten month old baby, I had to buy new clothes for work and pretty much new EVERYTHING because your sales consultant ******** LIED boldly in her consult about how delivery works. She told me because I was booking so far in advance that my things would be delivered by the fourth. She stated that the paperwork only said two weeks in case of a natural disaster, etc but that they leave within days of pick up. This was a bold-faced lie, and then when you call customer service, the team just states "MAM, the delivery company will call when they leave, there's nothing we can do". This has made my move so much more stressful. My infant doesn't have her crib clothes diapers. I had to buy new clothes, I have a back injury and I am sleeping on an air mattress. If your team had actually been honest I could have better prepared and would have scheduled pick up much sooner. The fact that all of your reviews discuss the same issues clearly shows you have no intention of changing the way you sell your packages or that you really care about the people you are hurting. 

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

  Business Response

  Date: 07/23/2024

  Hello,

   

   

  Taking a look at the account management was able to get your balance adjusted as per your request/review. I have requested for a delivery update in regards to your order.

   

  Thank you for your patience

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Eagle Movers Group for a quote for my move. ********-the guy I talked with gave me a quote and said I needed to put a deposit down. Later t hat evening, I read that any reputable company would not charge deposit. I called ******** first thing the next morning and t old him I wanted to cancel. He said ok. I asked him to refund my money, A few days later, I called again, after not seeing credit, ******** said he had already sent it to office to be credited. This never happened. I disputed charge on credit card, but was denied after Eagle Movers said I did not cancel in time. This was $1317 which was my hard earned money and these scammers took it. I am going to continue to fight, but beware of this company!!

  Business Response

  Date: 07/09/2024

  Hello,

   

  Taking a look into your account it looks like there was an open dispute with your financial institution on 5/30. Since then any refund or settlements offered in order to remain good faith are null and void due to the open dispute. For any futher updates please contact your financial institution for further information or updates. Thank you so much. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21907562
  
  I am rejecting this response because: This has not been resolved. I have received no refund. I talked to **** the very next morning to cancel and he said he would send for a credit. I waited a couple days and still no credit. I called him back and hes said he had already sent it. If they thought I had not cancelled, why did I NEVER receive e a call about the upcoming move. I never heard from anyone, so they knew they were taking advantage of me!!! 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/31/2024

  Hello,

   

   

  Please advise the cancellation policy. We did not receive a cancellation notice. A customer must fill out a cancellation form or notify us in writing to properly cancel out the order.  This is stated at the top of your estimate in bold and requires your signature. 

   

  CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Eagle Moving Group, **** I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable, unless I notify Eagle Moving Group, **** in writing within 72 hours after signing the bill of lading at ************************************ of my intent to cancel the estimate. I understand that if I cancel my move after 72 hours, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancellation. All refunds will be processed by the next billing cycle. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
  
  Document Emailed On: Monday, 05/06/2024 11:49:52 AM (ET)
  Document Signature Name: *********************
  Document Signature Email: *******************
  Document Signature Date: Monday, 05/06/2024 11:56:56 AM (ET)
  Document Signature IP Address: 162.210.170.240
  Internet Browser: Safari

   

  We had received a notification from our merchant that the customer had contacted their bank in regards to the deposit amount on 5/30. I have attached the estimate to this complaint stating the cancellation policy.

   

  Thank you. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21907562
  
  I am rejecting this response because: They evidently KNEW I had cancelled with ***** Otherwise, why would they never reach out to me to schedule the moving plans. If They want to scam a Senior citizen, that is fine. BUT, I will make sure EVERYONE I know that they are scammers!!! I will not stop pursuing this. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accepted a bid with an estimated cost to me of $4300 to move my things from ** to **. I was then contacted by another employee who was in compliance. In fact, I did a FaceTime visit with him so he could see everything that was to be moved. He said my original estimate wasnt correct and said it would cost $8600. I complained as I thought I was baited into choosing their company. He told me he discussed the situation with the owner and $1000 was taken off of the bill. The movers arrived and said that $8600 wasnt enough and charged me an additional $4500. I cant believe that the estimate went from $4300 to $8600 to $12,100!!! I believe this company has not acted in good faith. I believe they baited me into choosing them and then after I prepaid about $3450, charged me about $8700 more to finish the job knowing that I could not do anything else because I needed to be out of my home on the day they arrived to move me. I think this should be considered fraudulent behavior!! I am hoping for someone to review this matter and hopefully rectify this matter by having me refunded at least $3500 bringing me closer to the $8600 I was promised before Im forced to litigate this matter. Thanks for your consideration and help.

  Business Response

  Date: 07/09/2024

  Hello,

   

  Taking a look at your account it looks like your paperwork is already under review. We will be taking a look at the estimate as well the Bill of Lading and reviewing both orders. If you surpassed the reservation space provided of 1377 CF there is a rate of $3.50 per cubic foot that you additional occupy. Please allow us ***** hours to review your order. If there are any discrepancies we will be correcting them with your carrier.

   

   

  Thank you for your patience. 

  Business Response

  Date: 07/26/2024

  Hello,

   

  After reviewing your paperwork there was a total of 228 pieces that were loaded on the day of your move. Your paperwork states you took up an additional 1058 CF at the same rate of $3.50 per cubic foot. On your estimate we had your cubic feet estimated at 1377 CF with $73.00 worth of packing for a mirror and a tv. Your bill of lading states you utilized $573.00 worth of packing as well as added ****************************** boxes and the total cubic feet occupied 2635 CF. I have attached the paperwork on to this complaint showing the additional items that resulted in the additional space needed for your move. Please advise that everything was charged at the same rate as agreed upon.

   

  If you have any questions in regards to reading the paperwork feel free to give us a call. At this time everything is qualifiable and checks out.

   

  Thank you for your patience. 

  Business Response

  Date: 07/26/2024

  Hello,

   

  After reviewing your paperwork there was a total of 228 pieces that were loaded on the day of your move. Your paperwork states you took up an additional 1058 CF at the same rate of $3.50 per cubic foot. On your estimate we had your cubic feet estimated at 1377 CF with $73.00 worth of packing for a mirror and a tv. Your bill of lading states you utilized $573.00 worth of packing as well as added ****************************** boxes and the total cubic feet occupied 2635 CF. I have attached the paperwork on to this complaint showing the additional items that resulted in the additional space needed for your move. Please advise that everything was charged at the same rate as agreed upon.

   

  If you have any questions in regards to reading the paperwork feel free to give us a call. At this time everything is qualifiable and checks out.

   

  Thank you for your patience.