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: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,
  
  *****************************

• Initial Complaint

  Date:03/28/2024

  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.

  On March 14 of 2024, I received a quote from ********************* From Eagle moving group. He told me that I would receive a 26 foot truck. He told me that everything in my three bedroom home would be on that truck. He promised that I would have one month of free storage and access to my belongings.Today March 28, 2024 I received a phone call from ***** at Eagle Movers who told me that Im only paying for 350 ft. on that 26 foot truck. I also talked to *** and she told me that the cancellation department would contact me With a phone call. They did not contact me with a phone call when I called back. I was told I could not speak to a manager because the manager has nothing to do with the cancellation. I understand that I had 72 hours to cancel what I dont understand is why I was lied to , and nobody will call me or refund my money. I was also told that I would get my full refund by these two ladies. Because of the situation that happened. When you make a promise to a customer, you should keep it. This company should no longer be allowed to stay in business because of their wrongdoing and theft of innocent people looking to move. My move was an emergency move and you stole the little bit. I had to move. You are wrong so many levels.

  Business Response

  Date: 04/10/2024

  Hello,

   

  Taking a look at the account it looks like the deposit was refunded in full. If you have any questions or need assistance with a future move please feel free to reach out to us.

   

  Thank you.

  Customer Answer

  Date: 04/11/2024

   
  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:03/21/2024

  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.

  Summary: Eagle Company Group bait and switched us confidently contracting 4.9K and day-of increasing to $11.5K. They were not responsive day prior to and day of the move after several attempts. They pull you in with a promising pitch, that is reiterated several times. There are surprise fees. Details below. Date of Service: 3/21/2024 2.Eagle Moving Contact: ***************************** *************** communicated he will be single point of contact throughout the process in entirety -> He was not responsive to text or phone calls day prior and day of the move *************** communicated only our items would be on the truck ? We learned day-of that is not the case, our items will be on a semi with others *************** committed that because our items will be the only ones on the truck, the truck will get there by Monday (assuming a Friday pick-up). The ******* day of informed us that it is 2 to 14 business days. *************** and members of his team articulated FULL confidence that their estimate was conservative and too high, and we can expect the final to be the same or even lower. We walked him through our three ***room home and discussed each item. I communicated a king *** with a head board, six drawer dresser, patio furniture, grill, green egg. I offered a facetime and asked him to come to see the home in person. He said that was not necessary and he was confident in the price. 3.Day of Movers (eagle contracts this out but is accountable to their service)a.Cans of soda left and empty tape rolls left inside and outside b.Surprise fees: i.Bulk fee addedForeman shared this was to account for the king ********** green egg. These were clearly communicated during several discussions with ****** and his team. (Additional $800)ii.Packing supply charges for items that we had already packed ($689)iii.Origin to Destination Fee: $800 iv.Unclear calculation of total fee. I spent 45 minutes with the ******* and could not get transparent math. Moving Number on File: E4005978

  Business Response

  Date: 04/02/2024

  Hello,

   

  I have requested your paperwork that way we can review your order. Please advise this can take from ***** hours. We will be reaching out to you once we do a full comparison between your estimate and your bill of lading.

   

  Thank you so much for your patience. 

  Customer Answer

  Date: 04/04/2024

  Hello. Please be advised that Eagle has the paperwork, per Ocean Moving. This may be a stall tactic.  

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21469764
  
  I am rejecting this response because: I want to ensure Eagle prioritizes this issue. Ocean communicated they sent Eagle the paperwork 8 days ago. My husband has called Eagle **************** multiple times, and continues to hear they will call him back the following day. The issues we have with Eagle will not be resolved by reviewing the paperwork. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/17/2024

  Hello,

   

  Taking a look into your account it looks like there was a resolution found on 4/11. Our customer service team has issued a refund in the amount of $363 which has been accepted by the customer. 

   

  Thank you for your patience. 

• Initial Complaint

  Date:03/20/2024

  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.

  ******************* Senior Moving Coordinator Eagle Moving Group Inc ********************* Direct: ************. This agent lied to me about many things, from promising change of dates but finding out through customer service that I had only one chance to do so and for me to schedule another moving date was gonna cost me 1,000$ he also guaranteed that I will have access to my items the same day and even a customer service representative told me that she would report this to management but no mentioned of a refund. This is not the way one does business, I went based on all of his false promises, I don't wanna do business with this company and would like a refund for my deposit.

  Business Response

  Date: 04/02/2024

  Hello,

   

  Taking a look into your account it looks *************** and the customer have reached a mutual agreement. We have offered a settlement in order to remain good faith and the customer has accepted the terms since 3/21/2024. 

   

  If you have any questions or need further assistance please feel free to reach out to us. 

   

  Thank you for your patience. 

  Customer Answer

  Date: 04/02/2024

   
  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:03/19/2024

  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.

  Received a quote to move me out of state. Representative quoted me a price to get my business and I signed an agreement and paid a deposit. When we were called 8 days before the move the price had doubled. The company refuses to cancel the agreement and refund my deposit.

  Business Response

  Date: 04/01/2024

  Hello,

   

  Taking a look into the account it looks like our team has already found a resolution with you in order to remain good faith. The settlement was agreed on and 3/20 the next following day after this complaint was made.

  If you have any further questions please feel free to give us a call.

   

  Thank you. 

• Initial Complaint

  Date:03/13/2024

  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 went in to contract w/ them for a move from ** to ** & have only been mislead. ****************** said they only contract with "The Best" **************** intend for a "Stress free" experience. When Arena Vanlines showed up, they did not speak English, making comminution hard. I told them not to open a specific room because my cats where in there, they opened the ********* cat got out of the house. *********** husband had to spend the next 4 hours finding the cat while the 2 movers openly laughed about it. The entire time the movers where @ my house, the complained and swore in Russian(their native language). They where not careful with my items at all & would stack 3 heavy boxes on top of each other & bounce them down the stairs in a dolly. I could see the boxes smashing. Then the dispatcher from Arena called to "confirm the drop off date" we agreed on 3/12. On 3/11 I tried calling Arena several times but could only get **************** never called me back, I needed to confirm 3/12 was indeed the date because I too was travel(by car) from ** to AZ. On 3/12 I called Eagle since Arena never called me back, ******** offered to contact the movers & call me back. She said my window off date was actually 3/16-3/19 & stated if the window is not met a discount could be offered. At this point I asked to speak to a supervisor, ******(who refused to give a last name/employee number) was not empathetic & did not even attempt to apologize. Further, she called me racist. I have no idea why, I did mention the movers didnt speak English but even went as far as saying "thats ok if English is not their first language but they need to be able to communicate w/ their clients". On 3/13, Arena called & said now the window was 3/19-3/21. I called Eagle since this was outside the window they gave me the prior day & when I asked about a discount, ******** said "no that wasnt the window, they actually have 21 days" again no empathy or apology. This company is very misleading

  Customer Answer

  Date: 03/22/2024

  On 3/21 a partial delivery was made.  They showed up after their promised arrival window of 1-6pm, they were here about 6:45pm. When they arrived they stated they did not have all our property and it would be delivered separately at an undisclosed date. However they demanded the l pay the remain full balance to them. They refused to take a partial payment even though they did not have all my belongings and threatened to leave with my stuff and charge me a $500 refusal of delivery fee if I did not pay the full balance.  I paid so I could get what they did have and avoid another fee from them.  Many items have shown up damaged, of the items delivered.  We are working through a full inventory but many boxes(all cardboard boxes where brand new when I packed them) are damaged and smushed. Clearly they did not take care. Heavy boxes were stacked on top of light boxes marked as glass.

  Customer Answer

  Date: 03/31/2024

  We had another partial delivery today 3/31, we are still missing some very expensive items. The delivery drivers seem to know nothing about the location of the rest of our items. At no point have we been told our belongings would be delivered in multiple shipments. Of the items delivered today, boxes and containers are all banged up although they had been purchased brand new for the move. Of course, its Easter and Sunday so no one from either Arena Vanlines or Eagle Moving are available 

  Business Response

  Date: 04/10/2024

  Hello,
  
  I am sorry to hear that you had damages to your belongings. I have copied the insurance information. You have up to 9 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. If you have any questions please feel free to reach out to us.

  CLAIMS: ****************************

  Thank you for your patience
  
  

  
  

  
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21429004
  
  I am rejecting this response because: We still have not received all of our belongings. We are past the 21 business days that was in the contract and still waiting for a 3rd truck that is supposed to be coming between 4/8-4/12(Today is 4/10).  The item missing is a very large SnapOn Tool box that is bright orange and valued at almost 100k.  I would like to speak to someone about the way Ive been treated and to discuss what reimbursement Ill be getting for the delivery past the contract date, should my final belongings get delivered.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 04/12/2024

  It is now 4/12 and I have now received my 24 hr pre-call indicating delivery will be occurring today. At this point I am getting no support from either Eagle Moving or Arena *** Lines. Arena can give me no information on the location or estimated delivery of my items. It I can not get a guarantee of delivery by end of day today I will file a complaint with the ***** for holding my items hostage. Please contact me ASAP as Id prefer to resolve this matter outside of government or legal entities.

  Business Response

  Date: 04/19/2024

  Hello,

   

  We apologize about the inconvenience it looks like there is a refund in the amount of $200 that the carrier will be providing due to the items being tardy. Your items will be loaded on the 25th per dispatch as well as being delivered with in 3-4 days after it is put into transit. We will be following up with dispatch in regards to your order to ensure your items are received as well as the compensation is provided.

   

  Thank you for your patience. 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21429004
  
  I am rejecting this response because: Arena just called and changed the timeline yet AGAIN, now they are saying 4/29-5/1.  My husband and I are losing money every day we are not getting our belongings because the missing item is his work toolbox, he makes $45 an hour, please tell me how you will be compensating our lost wages?  My understanding is youre are required to provide an arbitration service, please give me this information so I can begin the arbitration process for my lost wages.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/09/2024

  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.

  Ordered my movers for pickup at 2/26/24. Was promised 3-4 days delivery. Delivery took nearly 14 days. There was a lot of damage including my shelves, record player, and brand new TV. They broke a power line backing into the driveway. Nice people to talk to but definitely not a good company to work with. I also received things that didnt belong to me.

  Business Response

  Date: 03/22/2024

  Hello,

  I am sorry to hear that you had damages to your belongings. I have copied the insurance information. You have up to 9 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. You will file under S&DJ Moving LLC, DOT #*******.
  
  If you need anything feel free to reach out to us.
  
  We appreciate your business.
  

  
  

• Initial Complaint

  Date:03/07/2024

  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.

  Eagle Moving is an extremely dishonest company that provides poor customer service. I was quoted a price for my move back in July 2023, and was forthcoming and honest about what items would be moved. I disclosed that I had a baby grand piano and the sales rep said this item would be included in my total cost. Much to my surprise, when the movers came to my home, they informed me there was an extra charge of $500 for the piano. This was not disclosed to me prior to agreeing to these services. Had I known this, I would have rather paid professional movers and had the piano relocated separately, as the moving company did not properly handle or protect my piano. Eagle held me hostage due to their negligence and dishonesty. I filed a claim with the moving company's insurance for improper fees (overcharge), but was told that Eagle needed to address this. Eagle continues to refuse to address this and further action must be taken. It would be easy for them to refund my money and make it right, but they keep stating "the packing materials were already used". Well, the materials were blankets and tape, which are not anything out of the ordinary, and it is not about the materials, but rather the dishonesty of not being forthcoming about total charges for my move and then mistreating the item they charged for. This needs to be remediated ASAP. Eagle has access to supporting documents, but happy to provide if need be.

  Business Response

  Date: 03/25/2024

  Hello,

   

  We apologize about the inconvenience. Any compensation for any damaged or missing must be compensated through your ******************. Looking at the notations on the account it looks like you spoke to one of our supervisor in regards to this issue. We will be reaching out to your carrier to ensure that you get compensated for any of your damaged items. We will be contacting you directly once we speak to your carrier in regards to your order. Feel free to give us a call to our customer service team at ************.

   

  Thank you for your patience. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21399883
  
  I am rejecting this response because:

   

  You did not read my issue. This is not about damage. This is about lying about charges. You promised me services for a set amount and then decided to increase charges on moving day when everything had been properly disclosed to you beforehand. THE MOVING COMPANY SAID THEY WILL NOT BE RESPONSIBLE FOR THIS AND WOULD NOT INCLUDE IT IN INSURANCE. WHY ARE YOU NOT UNDERSTANDING THIS? 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/02/2024

  Hello,

   

  I have requested your Bill of lading that way we are able to take a look at your estimate and what was actually loaded on the day of your pick up. This will have a full price breakdown as well. If there are any discrepancies we will be correcting it with your carrier as well. Please allow us the time to take a look in to your order.

   

  Thank you for your patience. 

• Initial Complaint

  Date:03/07/2024

  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.

  March 3, 2023, I had in depth conversations with Eagle Moving Groups Sales Representative, *******************. I was concerned with contracting at that time because our move was not going to be until the fall. I was told if I reserved with Eagle Moving Group that day, I would not only get an early reservation discount and a tariff discount, I was locked into this estimated price for a full year. I sent a deposit of $4,229.80. Even though I was still unsure of when we were going to move, ***** suggested we put August 8th, 2023 as a potential date and let me know we could adjust this as needed with no additional fees. I agreed and on March 7th, he sent me the Bill of Lading. On August 1, we had to push our move to November/December because we were not finished building.On Tuesday, November 21, ******** with Eagle Moving group and I spoke about scheduling the move. At that time the balance doubled and the discounts I was promised were not taken into account. When I inquired about the discounts and timeline, he said ***** lied to me. I asked for a phone number to discuss this with a manager. Suzi with ***************** and I spoke in depth on Tuesday, November 28th. She confirmed that ***** lied to me. See documentation of phone calls containing misleading information in attached document. I then spoke with customer service who also confirmed I was lied to. I asked for a refund. Nothing was resolved.I called the company on March 4, 2023 to discuss options for our move. I was once again given misleading and false information and was not provided the discounts I was promised in March of 2023. See timeline document attached.I am asking for a full refund of my deposit $4,229.80 for several reasons stated in the document attached.No one from billing or a general manager has reached out to me for a discussion to resolve this even though I have asked several times to speak with someone. A specific detailed timeline of the conversations is in an attached document.

  Business Response

  Date: 03/20/2024

  Hello,

   

  Taking a look into the account it looks like the cancellation was submitted out of the cancellation window. We have offered a settlement in the amount of $500.00 in order to remain good faith and the remaining balance would be held as a credit for a future long distance move. The credit for your household is valid for life. If you accept the refund you must reply to the email that was sent to you on 12/08/2023 in regards to the settlement.

  If you need any further assistance please feel free to contact us at ************ or reply to the email.

   

   

  Thank you for your patience.

  Business Response

  Date: 03/20/2024

  Hello,

   

  Taking a look into the account it looks like the cancellation was submitted out of the cancellation window. We have offered a settlement in the amount of $500.00 in order to remain good faith and the remaining balance would be held as a credit for a future long distance move. The credit for your household is valid for life. If you accept the refund you must reply to the email that was sent to you on 12/08/2023 in regards to the settlement.

  If you need any further assistance please feel free to contact us at ************ or reply to the email.

   

   

  Thank you for your patience.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21399809
  
  I am rejecting this response.

  I was already given this response by the company in December of 2023. It is unacceptable. I did not agree to it then nor did I officially cancel my move. I address this as well as my attempts to schedule the original move in my complaint letter. The discrepancies in the prices each time I spoke with a representative to schedule a date for the move and the misrepresentations when I signed the contract in March of 2023 (this was confirmed by three employees) make the cancellation policy/contract null and void.

  See below:

  Misleading information prior to contract can include:
  -False statements about the amount of money you will make under a contract.
  -Incorrect information on the price you will pay for any goods or services received under the contract.
  -Fake testimony about the success of a product.
  
  A misrepresentation is a false statement of a material fact made by one party which affects the other party's decision in agreeing to a contract. If the misrepresentation is discovered, the contract can be declared void. Depending on the situation, the adversely impacted party may seek damages. Presenting misleading information in the course of the public procurement procedure may lead to the rejection of the offer under art. 89 (1) of the Public Procurement Law due to committing an act of unfair competition.

  Since the contract is null and void due to proof of the first two bullet points, and the fact that company has not been willing to compromise with me on my deposit for a future move, I am requesting a full refund of my deposit. 

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

  Business Response

  Date: 03/29/2024

  Hello,

   

  We recommend responding to the email that was sent to you from the accounting department stating that you do not accept this settlement if you do not accept the settlement offered in order to remain good faith. It currently just shows as a pending response in our system. Once that is done accounting will revisit the order.

   

   

  Thank you. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21399809
  
  I am rejecting this response. Eagle Moving Groups cancellation department sent me a cancellation e-mail on December 8th. On December 8th, I responded and told them I did not agree or accept the cancellation and asked for a full refund. See attached e-mail. Several e-mails went back and forth regarding this and no agreement was made. On February 7th, I sent another e-mail hoping to come to a compromise with Eagle Moving Group about my deposit and never received a response. See attached. 

  On March 1, I had a phone call with another representative of the company, ****. He stated a manager would be in touch with me to discuss my complaints. My March 6th when I did not hear from a manager, I reached out to **** again regarding this. He stated a manager would be calling me. Due to the lack of professionalism on the part of Eagle Moving Group, regarding my situation, I opted to reach out to BBB. It was after I made a complain on the morning of March 8 to BBB that a manager finally called me. I opted not to have another phone call with another person who would give me the run around and instead, sent an e-mail on March 11 to the company hoping it would reach the General Manager. I still have not received a response to my e-mail from the company. Therefore, I will not deal with the company directly any longer. Any contact we have regarding the settlement of this will be through BBB.

  Again, I have given the company several opportunities to address this directly with me and even discuss options for a compromise. They chose not to. I am not budging on my stance with this. I am requesting a full refund and hope this matter can be settled as soon as possible. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/04/2024

  I am asking for this complaint to be reopened. I do not agree that Eagle Moving Group made a good faith effort to address or resolve my complaint. I am curious if the added information I sent yesterday on 4-3-2024 was taken into consideration with the decision to close this account.

  Their most recent response about the account 'pending' is incorrect. I DID respond to their attempt to address the situation on December 8, 2023, and followed up with several e-mails only to have the company not respond or resolve the situation. I attached those e-mails in my response to the BBB on 4-3-2024.

  I will copy and paste my response from yesterday below. Please take this information into consideration. Other than the company's automated response when I first reached out with my complaint, which I did not accept or agree to, I have not heard from anyone willing to help me resolve the situation. 

  I did not accept yesterday's response because it would send me back to square one, which got me nowhere, talking to no one. 

  Thank you,

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

   

  I am rejecting this response. Eagle Moving Groups cancellation department sent me a cancellation e-mail on December 8th. On December 8th, I responded and told them I did not agree or accept the cancellation and asked for a full refund. See attached e-mail. Several e-mails went back and forth regarding this and no agreement was made. On February 7th, I sent another e-mail hoping to come to a compromise with Eagle Moving Group about my deposit and never received a response. See attached. 
  On March 1, I had a phone call with another representative of the company, ****. He stated a manager would be in touch with me to discuss my complaints. My March 6th when I did not hear from a manager, I reached out to **** again regarding this. He stated a manager would be calling me. Due to the lack of professionalism on the part of Eagle Moving Group, regarding my situation, I opted to reach out to BBB. It was after I made a complain on the morning of March 8 to BBB that a manager finally called me. I opted not to have another phone call with another person who would give me the run around and instead, sent an e-mail on March 11 to the company hoping it would reach the General Manager. I still have not received a response to my e-mail from the company. Therefore, I will not deal with the company directly any longer. Any contact we have regarding the settlement of this will be through BBB.
  Again, I have given the company several opportunities to address this directly with me and even discuss options for a compromise. They chose not to. I am not budging on my stance with this. I am requesting a full refund and hope this matter can be settled as soon as possible. 

   

• Initial Complaint

  Date:03/02/2024

  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 contracted with Eagle Moving Group for a quick move from ********** to *******. ********************* with Eagle reached out to me quickly and I explained to him that I needed my stuff picked up on a Wednesday and delivered on Friday. He said they had a partial filled truck going to Floriday and they could make it happened. This turned out to be a complete lie. The movers showed up Wednesday and barely explained anything to me but at the end attempted to extort 2.5X more money than the estimate. I ended up paying some extra because he said he was going to put my stuff in storage. So, once I got to the destination on Friday, I called Eagle, and they said it was going to be 1 to 2 days from the first available date. I wasn't happy with this and attempted to reach a manager and at 3:30 pm but customer service told me that managers only work to 4 and that they aren't going to take my call. So, I called back they next day and dispatch said my stuff will be delivered in 2 to 14 business days and that it's currently in **********. Which is the complete opposite direction of the final destination. This company used deceptive sales tactics to get business and are hiding behind a contract that has no interest in the customer's experience or satisfaction. This will end up costing me multiple $1,000's in extra costs, significant stress, and lost time and energy spent. The use of deceptive sales tactics and committed a fraud.

  Business Response

  Date: 03/15/2024

  Hello,

   

  Taking a look into your account it looks like the move was completed and delivered. At this point and time services have been rendered. However, the customer disputed your deposit. Please call your banking institution or our customer service team if you have any further questions. 

   

   

  Thank you