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:05/11/2024

  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 is the second time I have filed a complaint with the BBB -First one was back in March of 2024 with no response from either party. My initial complaint was that you charged an ACH deposit for $******* and I tried to cancel due to an unforseen medical issue. I was able to talk all I wanted to ***************************** during this whole process yet when i tried calling after you took this money there was no response-left 4 to 5 messages-3 to 4 emails and not one single effort by him or anyone from this company to contact me about what was going on. I even tried to cancel this charge at my credit union and paid the $ ***** stop payment fee but it didn't work--They said they could stop a check but not an ACH type ... This has to be the biggest scam on the internet and I am sure there are hundreds of people having to deal with a shady company like this and it ****** me off I tried to stop it and have to pay $ ******* for a reservation that was never used and you should have the decency to refund a good amount of this back. The reason I had to cancel was I am going blind in one eye and my Doctor advised me not to travel due to vision problems. I just want other people to know how this company operates and would be nice to get most of my money back due to the fact you never replied in a timely manor or made one single offer to communicate at all with me. How about you make some effort to refund money ?

  Business Response

  Date: 05/24/2024

  Hello,

   

  Taking a look into your account your move was placed on hold on 7/13. If you wish to cancel this order out please visit our website and select cancellation request by providing your customer information and the reason why cancellation. Once that is filled out accounting will be reaching out to you. 

   

  Thank you. 

  Customer Answer

  Date: 05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/11/2024

  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.

  BAIT AND SWITCH! We came to agreement on a price and set our move date. As the date got closer, my husband worked with another of their agents to provide a final count. My husband was METICULOUS in his box counts and exact items, and since we did have more items than we originally told them, the price went up, but this was not unexpected and we agreed. The day before our move, a DIFFERENT company called to say they would be picking up our stuff, but that they were having scheduling problems and could we push it back two days. We could not. After checking with dispatch, they did show up the day as planned, unfortunately in a 24 foot box truck that was already half full. Obviously, our items were not going to fit. After they loaded as much as they could, they told us they would come back the next morning for the rest, and then hit us with our total was going to be $1700 more than our final quote received from Eagle. The lead guy kept saying "YOU HAVE ALOT OF STUFF MY FRIEND!", and I explained we had EXACTLY what we provided to Eagle. It was late Saturday, we couldnt get anyone at Eagle, and the lead guy just said "you can pay that, or we can remove some stuff from the truck, but you're over the quote on cubic feet". So, we're held hostage. We can't leave stuff. We agree to pay on Sunday when they picked up the rest, because we had no way to call Eagle.We called both Eagle and Cross Country Movers at least 12 times to discuss the price while we waited for our belongings. We did speak to someone each time we called, but always got the same answer: "We will review the quote and get back to you in 2-4 days." We NEVER received a call back from either group. When they did arrive (a THIRD company), the manifest did NOT match items and even though I was checking them off, I believe there are several boxes missing. A box of fine china marked fragile and carefully packed looked like someone had kicked their foot into it. I lost several pieces of fine Lenox china.

  Business Response

  Date: 05/24/2024

  Hello,

   

   

  We have requested your paperwork that was we are able to review your charges on the day of your pick up. Your account is well notated taking a look it looks like there was an additional 330 CF needed on the day of your pick up. 195 pieces were loaded as apposed to 129 pieces that were on your estimate. We will review your paperwork but taking a look at your account it looks like the paperwork at pick up was done correctly and makes sense with the additional cubic feet needed. 

   

   

  Thank you.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21697718
  
  I am rejecting this response because:  As we have stated, we had exactly the amount of furniture and boxes as the final count that was given to you.  We actually had two boxes less than the last count we gave you, as well no barstools when you were told there would be three, as well as no hammock.  As far as "number of pieces" being higher, we pointed out to the lead driver at the time of pick-up that we did not consider a dining room table to be 5 pieces, but his response was "it is 5 pieces, because it's a table and 4 legs - all separate pieces."  The same thing with the sofa - they broke it down and counted it as 6 pieces and the loveseat as 4 pieces.  There are other examples of this.  My husband at the time of dealing with ******* at Eagle offered to a) take pictures of all iems, b) take measurements of any and all items, c) take a video of the items, and/or d) allow someone to come out and see it.  My husband's proprosals were rejected as not necessary. as ******* stated that our only responsibility was to accurately describe what we had, and that we absolutely did with 100% accuracy.  *********** that was sent out was ill-prepared to accept our belongings, as the truck they sent was too small, and was already half full.  It's ridiculous to think everything on our list could have possibly fit on that truck.  They then had to send someone out the next day (a Sunday) to finish loading. Being a Sunday, we could not reach Eagle, and we requested of the lead driver to speak with his supervisor, and he stated he did not know the number, and we could either leave stuff behind or his supervisor would call us the next day (which did not happen).  Finally, as I have previously stated, not one phone call was returned to us by either Eagle moving or the transport company after our belongings were picked up to discuss the higher count of items given to us by the pick-up company.  And we made many phone calls, and were told every time someone would return our call anytime between 24 and 96 hours.  But we did not receive a single call back.  We were told the company delivering our furniture would call us 24 hours in advance of his arrival - even this did not happen.  This is a classic bait and switch situation, and the expectation is that the final quote will be honored, and a refund issued. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/12/2024

  Hello,

   

  I have attached your bill of lading along with the inventory list of everything that was loaded. As well as the estimate provided to you before your items were picked up. Please advise what we provide is an estimate. Everything is based of the reservation space as explained before. At this point in time there is no compensation due on the order. This order has been delivered over a month ago. The increase was agreed upon on the day of your pick up and was also signed off on. Please find your estimate and bill of lading attached with the itemized inventory showing that the additional cubic feet was needed.

   

   

  Thank you

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21697718
  
  I am rejecting this response because:  You have ignored my responses.  I will not go into any further detail, since you didn't bother to read my clearly written, concise previous concerns about your shady, underhanded practices.  Florida has passed Senate Bill *** 304 due to companies such as yours that are scamming people.  

  I will be filing a complaint with the State of ******* to ensure they are aware of your company and your practice of scamming people.  

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

  Business Response

  Date: 06/20/2024

  Hello,

   

   

  Again your the paperwork upon pick up reflects an additional 66 pieces that were loaded resulting in the space to increase. Your price is contingent upon the space that your items are occupying. There is no bait and switch because the customer is informed prior to loading and the paperwork requires a signature before any of the work is done.

   

  if you have any questions please feel free to reach out to us in regards to your order.

   

   

  Thank you. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21697718
  
  I am rejecting this response because:  Again, i explained this fully in the first email.  We had EXACTLY what we told your people we had.  We told your people we had ONE DINING ROOM TABLE, which is in fact a small table.  Your movers took the dining room table apart and counted it as FIVE PIECES - a table and four legs.  We tried to argue this, since i don't know of a dining room table that doesn't have legs.  We had a NORMAL SIZE, ONE PIECE sofa that your movers took apart and counted as SIX PIECES.  We had a single piece loveseat that the movers took apart and counted as FOUR PIECES.  The movers were ONE DAY LATE and finished the packing on a Sunday.  We could not call Eagle on a Sunday.  We asked to speak to the lead mover's boss, and he stated he "didn't have the number".  We offered to your salesman, *******, at the time of giving our final list of items to measure them, take pictures, allow them to view in any way they felt appropriate prior to the move, and they said it wasn't necessary.  He therefore, lowballed the number, in order to provide a lower quote.  THIS IS BAIT AND SWITCH.

  At this point, while we feel we are entitled to a full refund of the difference between the quoted price and the charged price.  We are willing at this point to put the matter behind us by accepting a 50% refund of the difference.  

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

• Initial Complaint

  Date:05/04/2024

  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 booked with Eagle Moving back in March for a move I pre planned for *** and will probably never using a moving service again after this experience. When I booked this service I informed the rep I live on the second floor apartment with no elevator. I stated this REPEATEDLY and they confirmed this was part of the quote and deposit I paid. I was called and asked if I had under 30 boxes repeatedly prior to the move and confirmed this was the case (I have 21 boxes to be exact). Fast forward to pick-up day, the mover steps into my apartment and makes a snarky comment about the boxes in the living room (my friend heard him in the other room) and then immediately complains about the size of some of the boxes. He then followed up by telling me there would be a $75 fee for the stairs, which I needed clarification on since I REPEATEDLY told Eagle Moving I have stairs since I'm on the second floor and coffee table which I mentioned in the original call as well. He then went to list several other fees for things like my coffee table, which were already mentioned when I called Eagle. When I told him none of this made sense since these were all things confirmed when I made the deposit, he said, "black people don't read contacts." I told him I would not pay anything extra and asked him to leave. He then returned 15 minutes later, trying to negotiate the new additional price with me. My biggest issue at this point is I completely lost trust in the business and thought it would be insane to trust my possessions with someone practicing shady business. He left and came back twice... I'm shaking as I write this because of how traumatic the entire experience was. Someone from customer service called me after he left and told me the same lines he did without asking me what happened. The woman was rude and unprofessional and asked if I wanted to rebook. I have NEVER had such horrible customer service and dealt with such sketchy, mean people. This company needs to be investigated.

  Business Response

  Date: 05/13/2024

  Hello,

   

  Taking a look into the account it looks like there is a dispute open with your financial institution. Please advise that any updates or information would have to come from your card holder or financial institution. It looks like per the last conversation with management you were looking to closing the dispute and reaching a settlement amount with our company. Please feel free to reach out to us once that has been done or if you need any assistance or have any questions we are here for you as well. 

   

  Thank you for your patience. 

• Initial Complaint

  Date:05/01/2024

  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 hired Eagle Moving Group to move us from ******** to ********. They said that they had a 48 hour window to contact us prior to pick up so that we could make plans for the arrival in ******** on our end. An Eagle representative called us 5 days prior to the move and said that the representative that quoted us made an "error" and that our new quote was $1900 more than the original quote. They said that I had to agree to it right then in order to secure a moving truck for us. Because we were so close to our moving date and didn't think we would be able to get a new moving company in time, we agreed. Then, we spoke with Eagle representative on Friday before our move and she confirmed that we would be moved on our preferred date of 4/23 and that the driver would contact us 48 hours in advance of arriving. On 4/21 when I didn't hear from the driver, I sent an email to the representative that we were working with. She called me on the morning of 4/22 at approximated 9am and again confirmed that we would be moved the next day and that the driver would call me within an hour. When I didn't receive a call from the driver, I called again at 1:30 This time, a different representative confirmed that we would be moved on the 23rd and that the drivers just came in and would call me right away. I finally received a call at around 3:00pm and they told me that they wouldn't be able to get to us until the 24th between 11 - 2pm. When I told them that it wouldn't work because I had been promised the 23rd and made arrangements for a pet transport and turned off my electricity at 11:59pm, the **************** Rep did not care. I had to get a new moving company that came the next morning. However, Eagle is now saying that I canceled and wants me to sign a document that I canceled. I told them that I refuse to do that because they breached a contract, misrepresented a quote and tried to coerce a customer. They are refusing to give me my deposit back.

  Business Response

  Date: 05/13/2024

  Hello,

   

  Taking a look in to your account, it looks like there is an dispute open with your financial institution. Prior to opening this dispute it looks like we offered a settlement in the amount of $800 dollars in order to remain good faith however, it was declined on your end. At this time please reach out to your card holder or bank for any additional information on the dispute.

   

  Thank you. 

• Initial Complaint

  Date:04/29/2024

  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.

  Eagle National movers moved me from ******* ** to ************ ** January ***** 2024. When the mover arrived at my new home they attempted to pull into my driveway. The driver hit my neighbors mail box and my mail box with the moving truck. My mail box was fixed by the maintenance supervisor of my HOA. My neighbors mail box could not be fixed. The mover knew he hit the mail box. I called into the main office immediately. No one responded to my call then or anytime I called later on. The maintenance supervisor told me to replace the mailbox would be about $500.00. We are in a condominium complex and all the mailboxes are the exactly same per regulations of HOA. Also when the move was finished I had to pay approximately $1500.00 more than the estimate given to me. Total bill was about $4500.00.

  Business Response

  Date: 05/13/2024

  Hello,

   

  
  Do you have your order number? I have tried to locate your account in our system with your name email and address provided and nothing is matching in our database. Please feel free to give our customer service team a call that way we are able to help you file a claim.

   

  Thank you.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21638230
  
  I am rejecting this response because:
  
  Eagle National said they did not have an email or work order in my name. I went through the broker United Moving and Storage. At the time I did not know they were a broker. So the information was forwarded to Eagle by United that work order number is X6221689 from Eagle. My email is ***************** Eagles email is *******************************************.

  My bill of lading DID NOT have ANY order numbers or  van number or other notable numbers from Eagle. 
  

  If Eagle National movers needs more information they should call the broker, United Express Moving and Storage at ***************, e-mail *********************
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/21/2024

  Hello,

   

  Our company name is Eagle Moving Group, I believe the company you are looking for is Eagle Moving not Eagle Moving group. All of our order numbers begin with an E. Not an X. None of the information you are providing brings any customer information in our data base. Please review your paperwork and ensure which company you are seeking for. Even though you are not one of your customers, we wish you the best of luck. 

   

   

  Thank you. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21638230
  
  I am rejecting this response because:
  This is address, phone number and email on my bill of lading.

  Eagle National Movers
  ************************************************************

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

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

  I either think these people are avoiding me or the Better Business Bureau has the wrong company corresponding to them.

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

• Initial Complaint

  Date:04/26/2024

  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.

  Signed on 2/13/2024 with Eagle Moving Group to move household from ******* to ********Originally quoted ~$6500 for move, subject to Quality Control. ~$2700 deposit paid. Called to schedule pickup date of 3/12. Told to expect Quality Control to contact me for final estimation. Quality control calls, we walk through house on facetime and online with pictures from house listing. Estimate is revised up to ~$11000. I accepted the new estimate, even though we had not added any additional items from fist conversation. Additional deposit made of $2000. Due to size of items, told on the phone that it would take two 26ft trucks for pickup, hence the revised amount. One of the items discussed was our pool table. Both ********** stated the movers would be able to breakdown pool table for transportation. Pickup day arrives, with 1 truck and 3 people from Arena *** Lines. Walk through with driver, driver states they will not break down pool table, and the new amount is ~$15,000 for move. Paid ~$5000 for pickup. Call Eagle Moving and speak with their customer service. They state I have added more items hence the cost increase, which was not true. Since we are closing on the house on 3/14 little choice but to proceed with new cost. Still unable to fit all of the items that were discussed for the move as for the 2nd truck they rented a smaller U-Haul, had to give over $7500 of furniture to goodwill. Customer rep stated they would pay for having to hire company for breakdown of pool table (not reimbursed yet). Took 2 days to pack trucks with the 3 people). Delivery date was not set, as we did not have an address confirmed. Called on 4/8 to schedule delivery - was told expect call for scheduling or to call back the next week. Called back the next week was told they have 14 business days to schedule. Called this week, told they have 21 days and that i needed to learn how to read the contract after arguing with the manager. From their estimate: 501 - 1500 Miles 2-14 Business Days

  Business Response

  Date: 05/07/2024

  Hello,

   

  Taking a look into the account it looks like your order is in transit and is expected with delivery around the 10th or 11th. Your carrier will be providing a discount as well as a discount on our behalf due to the inconvience.

   

  It was a pleasure finding a mutual resolution.

   

  Thank you for your patience. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21631116
  
  I am rejecting this response because:

  I think this needs to stay open until goods are in my possession and all accounts are finalized.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/13/2024

  Hello,

   

  Please let us know once the goods are in your possession. Per the notes in your account your items should be arriving 5/13-5/15.

   

  Thank you so much for your patience. 

• Initial Complaint

  Date:04/20/2024

  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.

  Eagle moving group and I have a moving contract for 2200 dollars.I paid 950 dollars on 3/19/24, upon pickup of my furniture and boxes they charged me 1550 saying I had used more cubic feet than allowed.This was on 3/28/34. I still haven't received my furniture or boxes. I have called numerous times and was told a driver will call 24 hours before drop off. I haven't heard from a driver. This has happened the last two weeks. I asked were my stuff is and all they say is it's in transit to my new house. I'm getting over charged and not receiving my furniture and boxes. This company is terrible. While taking dryer out they broke my door and ripped trim off of the wall.Tracked mud thru my house. The most non- professional company I've seen.

  Business Response

  Date: 05/03/2024

  Hello,

   

  Taking a look into your account it looks like your items were delivered on the 27th-28th which is within the delivery time frames provided we apologize if there was any inconvenience.  I have copied the insurance information. You have up to 9 months to file a claim with the carriers insurance 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.
  You will file under Cross Country Long Distance Movers, DOT # *******.
  
  Please visit www.movingclaims.net to begin the claims process.
  
  If you need anything or have any questions feel free to reach out to us.
  
  We appreciate your business.
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  Eagle Moving Group and their partner moving company who transported our belongings, Home and Office Movers, were disrespectful to my family, they wasted hours of our time on the phone after demanding additional fees for services not provided, and they even threatened to withhold our belongings on our final move-in day despite full payment of all fees up to that point. They preyed on my family's vulnerability given the urgent nature of our move, prompting me to file this complaint. My wife and I decided to try Eagle Moving Group due to the relatively small size of our move, favorable ****** reviews, and relatively low estimate for their highest level of service. Please see the listed fees below that summarize our experience, and please refer to my attached synopsis for specific details on their scamming methods.Total estimated moving costs of 2.5 bedrooms from ** to ** in November, 2023, including highest level of service and packing materials: $2,090.18 Final costs including hidden and additional fees: $4,570.66 Value of damaged goods: $694.90 Amount offered through the designated CSI Pros claims company: $37.69 Amount received over one month from claims settlement: $0 I hope this claim sheds light on the true business practices of Eagle Moving Group and Home and Office Movers and protects the well-being and belongings of other families. I would be happy to provide any additional information if needed. Thank you for your help and consideration.

  Business Response

  Date: 04/29/2024

  Hello ****,

   

  We apologize about the inconvenience. I have requested your paperwork from the day of pick up to verify your updated charges. Your estimate is for 373 CF at the rate of $3.20 per cubic foot. If there was additional space needed or additional packing materials this could be the reason your price increased. Once we receive the paperwork we will be able to do a comparison on what was provided on your estimate and what was loaded on the day of pick up to just ensure there are no discrepancies. If we do find an error we will corrected it on behalf of your carrier. Please allow me the time to review your order.

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21583494
  
  I am rejecting this response since a resolution has not yet been met. It seems Eagle Moving Group is requesting Home and Office Movers to provide additional paperwork to help resolve this issue. The issue is still pending.

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

  Business Response

  Date: 05/08/2024

  Hello,

   

  After reviewing your paperwork it looks like there was 177 additional cubic feet that was needed on the day of your move. There is no way to alter this considering the fact that all moves are calculated with the linear metal lines. I have attached your bill of lading from the day of pick up with the itemized inventory list of everything that was loaded. We appreciate your patience but at this time there is no discrepancies on your order. If you have any questions please feel free to give us a call.

   

  Thank you. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21583494
  
  I am rejecting this response because:

  Your response evades the main sources of complaint. It fails to address the lack of white glove services as promised by **************************** demand for an additional $1500 delivery fee despite being told the items were to be delivered by a certain date by an Eagle representative, ****** rude behavior on the telephone, nor ******* demand for and additional $300 in cash or postal order upon delivery. We would like to hear your rationale for each of these items that resulted in extreme amounts of stress and financial difficulty. We believe a responsible company in this situation will provide an apology and a refund for the additional $1500 delivery fee.
  
  Sincerely,
  *******************

• Initial Complaint

  Date:04/05/2024

  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.

  MOVERS CAME TO MY HOME AND HIT A CAR AND LEFT AND TOLD THERE EMPLOYER I CANCELED. WHICH WAS A COMPLETE LIE. THEY REFUSED TO COME BACK AND I HAD TO FIND NEW MOVERS LAST MINUTE. TOTAL HORROR MOVIE. THERE EXCUSE WAS I HAD TO MUCH STUFF AND I REFUSED TO PAY. LIES ON TOP OF LIES!! DO NOT BOOK WITH THIS COMPANY.THEN THERE OPERATION MANAGER ********************* HAD A NERVE TO EMAIL ME TO TELL ME THERE EMPLOYEES DID NOTHING WRONG AND THAT IM LYING!! INSTEAD OF SAYING IM SORRY FOR MY EMPLOYESS ACTIONS. THIS COMPANY ARE LIERS. DO NOT BOOK WITH THEM

  Business Response

  Date: 04/18/2024

  Hello,

   

  We have tried locating the customers account by the phone number, name, email and address provided and are unable to locate your estimate. Do you have your reference number or perhaps the phone number associated to the account?

   

  We would love to help you find a resolution to this issue. Please feel free to contact our office at ************ as soon as possible.

   

  Thank you. 

• Initial Complaint

  Date:03/30/2024

  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 originally spoke to *********************************, Senior Relocation Director at ************, ************************************** February 27th at 7-8am CST. He quoted me $2717 (350 cubic feet which equates to $7.76/foot) but what my total was when the movers showed up then after dropping off my things was $4868.75 because they said it was really 400 cubic feet. I was lied to by *******. He quoted me $2717 and said that included them packing everything AND all of my live plants. Then I received a call from ******** on 3/11/24 from ************. He wanted to confirm my items. When I mentioned plants, he asked if they were live plants and I told him yes, he said we dont move live plants. I told him I may need to cancel and hire another company because I was told that all of my plants would be able to be moved. I have 33 plants. My quote included that. He said he would call me back and he did and assured me that they would make an exception and would move my plants. The movers showed up & said we are absolutely not moving them. We are not licensed to live plants. I then called ********************************* and he said I told you to put them in boxes and not tell them theyre plants because they dont move plants so you needed to just put them in boxes and not tell them. I said thats completely not true. He was so rude and didnt care at all that he completely lied. The movers that showed up had terrible reviews. I never signed the document that had ******* movers on it but they sent them anyway. The final document that I signed for the items list because I wouldnt sign the one that he originally sent me not showing my plants that was NOT the document that the movers had so they didnt even use the actual legal signed copy that I ACTUALLY signed. The only reason I move forward is because I didnt have a choice. I needed to leave that night out of state to go and start my new job.

  Business Response

  Date: 04/10/2024

  Hello,
  We apologize about the inconvenience on your plants due to restrictions by the *** it is considered a prohibited item. Some states regulate the transport of certain plants. However it verity's on the types of plants and states. We also wouldn't advise the transport just due to the fact that they might not survive the trip. I have requested your paperwork that way we are able to take a closer look at your order as well as forward you a copy for your records.

   

  Thank you for your patience, if you have any questions feel free to reach out to us. 

   

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21508686
  
  I am rejecting this response because: I was lied to on more than one issue, not just in regards to the plants, not disclosed that my quote was not a quote, not just an estimate and I was never communicated that ******* Movers would be moving my things nor was ******* Movers provided with the Bill of Lading that I signed. They were given the Bill of Lading I REFUSED to sign and in turn, my price was increased by them. I explained ALL of my issues and the only item you address is that you dont move plants. I know that, as I disclosed, but your representative ******* lied that you did and priced as if you did and miscalculated my number of plants which changed the price. Price drastically changed. 
  
  
  *****************************

  Business Response

  Date: 04/19/2024

  Hello,

  We will be having one of our managers reaching out to you in regards to your conversation had during the time of booking. All of our phone calls are recorded for quality assurance and we would like to take a listen just to see where the conversation went wrong. We will be reaching out to you first thing on Monday morning that way we can find a mutual resolution.

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21508686
  
  I am rejecting this response because: I never received a call, no voicemails from anyone asking to return a call. 
  
  Sincerely,
  
  *****************************