ComplaintsforNew Leaf Moving Group

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired a moving company to move across country gave them a ***** deposit. I had to put a hold on the move which they said was fine. I called to schedule our moving date and the number was out of service and no email for anyone. no one got ahold of me to return my deposit.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a move scheduled in the summer of 2022 with New Leaf Moving Group that fell through. I had already paid the deposit ($1,386) and was told I could put the move on hold and use the deposit at a later date when the move was rescheduled. I spoke to them again in the fall of **************************************** tact and on file, and they confirmed it was. Now (April, 2024) I am trying to reschedule the move and use the deposit on file, and cannot reach them. The phone number is out of service, their website is down, and their email kicks back to me. I want my money back since the service for which I paid a deposit was not rendered. I would also like to know if there is a class action suit I can join since I'm sure I'm not the only one experiencing this with New Leaf Moving Group.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a contract to have them move me to my new apartment. I have tried to contact them my email with no response. All of the phone numbers for the company have been disconnected

• Initial Complaint

  09/27/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  RE: Complaint against Relocation Management Group, **** d/ba New Leaf Moving Group, d/b/a ACME Relocation Group, Principal *********************** based in *************, *******; and *** Moving Forward LLC Based in ********, **********, Principal ************************************ I truly felt like I was a victim of a crime after the nightmare experience with the company that the New Leaf Moving Group hired to move my belonging (*** Moving Forward LLC). I later learned that *** Moving Forward does not even own any trucks and they rented a truck that was too small to move our furniture and household belongings. We had to leave behind and give away valuable items we had wanted to keep. In addition to this, many of the items they moved were damaged or missing upon arrival at our new home in *****. I made good faith efforts for several months (including using a third-party Moving Claims to detail the damages) to be provided with some reasonable reimbursement and compensation for what I experienced with both the New Leaf Moving Group and the ********** based company they hired to move my furniture and belongings. I paid both companies a total of almost $15,000 to move my goods and they cost me thousands of additional dollars for both damaged and missing items. They only offered me $95 in compensation based on the contract that only allowed for .60 cents per pound. When I agreed to this on the moving day, I could not imagine they would damage and lose dozens of expensive items, and not even load everything into the truck. I would have purchased the extra insurance when I signed the contract except for a representative of the New Leaf Moving Group, *************************, had told me I was insured for up to $10,435 based on the value not the weight. I am attaching a document that details the complaint that I sent to the owners of both companies, in addition to following their cumbersome online complaint requirement detailing all the damaged and missing items through a company called Moving Claims.

  Customer response

  09/27/2023

  
  March 30, 2023
  
  Moving Complaint against *** Moving Forward LLC, DOT No.3425948 and the New Leaf Moving Group, DOT No: 3423043
  
  I had asked ************************* with New Leaf Moving Group if I needed to purchase additional insurance (and I was prepared to do so); he said I was automatically covered up to $10,435.72 based on the value of each item (not the weight). I asked him specifically if an item worth $1500 was damaged is the amount I would be reimbursed, and he said yes it would be based on the value of the item.  
  I remember now that I did sign a paper after the negotiations with *** Moving Forward on the moving day, saying I would accept .60 per pound; however, I wasnt given any other options other than to purchase some expensive insurance that I didnt feel I could afford after I just paid an extra $3,560 over the estimated cost. I also had a reasonable expectation that a professional long distance moving company would not lose and damage so many items. I thought I would only suffer a big loss in the unlikely event there were to be a catastrophic accident with the truck carrying my goods. We are not talking about one or two, or even three or four items were lost or damaged; there are literally dozens of missing or damaged goods and many of them expensive pieces of furniture, all due to the carelessness on the part of the moving company.
  I hope we can come to a fair resolution based on how many of my items were broken or are missing; otherwise, I will take every opportunity to warn other consumers to not use the New Leaf Moving Group who coordinated with this moving company, or *** Moving Forward LLC.  
  Details of my complaint:
  Moving Forward LLC was scheduled to arrive 9am-12pm on October 25, 2022. They arrived at 4:15pm in a Ryder truck. We were surprised that 1) they did not have a truck that had their name, *** Moving Forward LLC on it; and 2) the size of the Ryder truck was much smaller than we expected to move a three-bedroom home.
  
  They looked around and insisted we had a lot more than was on their paperwork; I told them that I had specified everything to the New Leaf Group that coordinated the move, and they had even increased the estimated cubic feet the last time I talked to them (and ** asked for an additional $1000 to cover the extra cubic feet). I know I described everything that we wanted to move to the Salespersons at New Leaf Group. We spent one hour negotiating new price with ***** from *** Moving Forward LLC. We had to pay an extra $3560 over the $3590 cashiers check I had ready for them (on top of the $3,855 I had paid to the New Leaf Group, which I expected part of that would go towards hiring the actual moversthe reason they asked for an extra $1,000 for the extra cubic feet). In addition, we would need to pay $3,850. for the delivery on the other end. ***** and his crew finally started packing our things at 5:15pm.
  
  When I was not looking, they took three of my boxes that I set up and put aside to pack my dishes and other kitchen items. Since I had no other boxes of my own, I asked ***** if they could pack my kitchen items for me since they had used my boxes. This was not done.
  
  Around 11pm, they asked me if there were any places that delivered food. There was nothing close to us that was open at that hour. The movers were still not finished by 12am; my husband and I were exhausted and feeling under duress. My husband started to feel ill. I told them his age and said we need to go. They left too and said they could come back the next morning. We had to drive to my stepdaughters home in Virginia and did not arrive there until 1am.
  When we returned the next morning, they had already closed the back of the truck and said they were finished and couldnt fit anything else in the truck. I detailed every item we wanted to have moved to New Leaf and they told me they would have extra room in the truck just in case there was more. ***** instructed a cleaning lady (who arrived earlier in the morning) I hired to throw all our kitchen items into one very large box. We could not go through it at that point because we did not have a way to take away what we wanted, so we had to call a junk removal company to take the things they said they could not take. 
  They could not even take all our things after charging us almost $4,000 over the estimated cost. I would not have complained about the extra cost if they had taken all our things. If you pay a professional moving company almost $15,000, to move a three-bedroom house, you expect them to have a large enough truck to move your goods.
  
  They could not take a mirror with ornate columns attached to our buffet with the marble top (I had described this in detail even estimated the footage, to the New Leaf Salesperson, *************************).
  
  They did not take two antique chairs that match two others to a smaller round dining room table, these cost $800 each; another antique sitting chair, part of a matching set); three other small vintage nice chairs; a few small antique style tables; a very nice TV cabinet, most of my kitchen things, plates, bowls, cutlery, crockpot, **************** pot, and bakeware.
  
  The junk removal professional with a small truck did not believe they couldnt have taken these items. I had to pay the Junk removal company $440 to take away the mirror that was attached to the buffet, the chairs, our kitchen items that will need to be replaced and several other items left behind. It cost us a lot of money to pay the junk removal company to take away items we had wanted to keep, as well as the cleaning lady. We also gave several valuable items to the cleaning lady because they could not be taken, including a recently new Shark two in one vacuum cleaner and a Shark MopVac.
  
  My husband was so upset that after we paid them the extra money the night before, that they couldnt take all our things. He let the ***** know how unhappy he was, and ***** said if he talked to the delivery people like that, they might throw our things on the street. ***** complained about the small tip. My husband only wanted me to give them $20 each; I gave him a little more because I was afraid, they would do just that--throw some our things on the street to be spiteful. As you can see on the inventory list, there are many boxes missing that did not arrive on the delivery end. .
  
  ***** was in a hurry to leave. After they left, I realized they left several of their own boxes (about *****) still folded up and a huge roll of bubble wrap they had told the cleaning lady and the new homeowner who were both there at the time that they could have those. 
  Before they arrived on the scheduled day, ***** called that morning to say they had a flat tire. I called him several times to get the *** and he kept saying they were waiting to have the tire fixed. I found it difficult to believe a professional moving company could not get a flat tire fixed in seven hours. Neither my husband or I are young, and we both have health issues. We had to depend on them to move our things. We had to be out of the house by the next day; there was not time to hire another moving company at that point. We felt like we had no choice but to pay them what they asked for. They said they would leave and not move our things if we didnt pay the extra money.
  We did not have an unusual amount of furniture or belongings for a three-bedroom home. Each bedroom only had one bed and one night table, there were no dressers. We had also given away a three-piece sofa set as well as a desk and some bookcases prior to the move. We were stunned that they were not prepared to move a household of goods. I have since read reviews that similar incidents have happened to several other New Leaf customers, the company that hired *** Moving Forward. We decided to wait until we received our belongings in our new home before complaining. We were afraid if we complained they would intentionally lose some our things based on ****** comment. I was worried for two months about not receiving many of the items that are important to us. In fact, several boxes that they did take were not delivered to us. You will see on the inventory list that nine regular and three flat boxes are not accounted for.
  
  
  
  
  
  
  
  Broken and Damaged Items
  Glass top on large dining room table. The delivery movers and some friends helping us were really surprised they did not put any type of foam or cushion around the corners- they just wrapped the removable glass with a blanket still on the table. Replacement cost approximately $1,000. Even if we did not replace it, the cost to have the glass taken away be a local glass company is $250.
  Original painting of my deceased brother painted by my uncle, an accomplished artist, in the ****s, was torn because it was thrown in a box with a picture with a glass covering it and the glass broke. It is difficult to put a price on this.
  Glass on artwork of historical significance of ****** broken and causing the tear in the canvas listed above because they were thrown into same box with nothing place in between for protection. Cost to replace glass $90. Weight 5 pounds.
  Vintage Italian wine cart with wheels-the wheels broke off. The cost to replace this is $500. Weight 20 pounds.
  Headboard post to full size bed broken. It is difficult to find this quality of bed today. Approximate replacement cost $200. Weight 20 pounds.
  Upholstered chair cushion (one of two matching chairs) some type of water damage. The outside of the bottom of this box was wet. The delivery movers pointed this out when they brought it in. Replacement cost or reupholstery would be $200.
  Two eagle ceramic the wing of one eagle broke off. $100 replacement cost.
  Grandfather clock is not working now; we paid $800 to have this packed properly. I would like an $800 refund. Weight 200 pounds.
  Missing Items
  Marble top to coffee table. We have a vendor looking for a marble remnant replacement pieces of marble. I expect it to be approximately $1,200 to replace the marble and have it fabricated to fit the table. Weight 35 pounds.
  A wooden side small coffee table with drawers. Cost $200. Weight 35 pounds.
  Two of four matching upholstered dining chairs worth $800 each. A picture included of one that was delivered. It is difficult to find chairs of this quality today. Weight 10 pounds.
  Standing lamp. The shade to the lamp was delivered, but not the rest of the lamp. $200 replacement cost. Weight 10 pounds.
  Cushion to upholstered chair. It is inexplicable why they removed the cushion and just wrapped up the chair when they could have left the cushion on the chair. Cost to replace $200. Weight 2 pounds.
  A $50 sweater that I had purchased as a Christmas gift with the tag still on was in my garage in a bag I planned to take with me in my car. I had instructed ***** that the things in this corner are things I was taking and should not go on the truck.  I was hoping the sweater would turn up when my items were delivered. Weight 1 pound.
  A key to curio cabinet is missing, so we cant open the cabinet to put the glass shelves and other items in it. The cost to have a locksmith come out and change the lock $160. Weight .50 pounds.
  
  Missing Boxes
  A box of tools including a small drill (we had already packed this box). $300 to replace these tools. Weight 30 pounds.
  A box of childrens books I had been collecting. Cost to replace $150. Weight 15 pounds.
  A box of my cookbooks (some of which cannot be replaced, such as an old church cookbook and a Chesapeake Bay cookbook that had a lot of sentimental value). Cost to replace $300. Weight 25 pounds.
  A box of my college literature books, worth at least $300 even marked down as used books. Weight 40 pounds.
  A large box with my electric mixer, bowls and glass storage containers, dish towels, special utensils such as my cookie presses, *************************, and crab mallets, lobster crackers and forks. Cost to replace these items $350. Weight 35 pounds.
  A box of coffee mugs. Cost to replace $75. Weight 35 pounds.
  A box of my handbags (some valuable designer bags and barely used). Cost to replace $800. Weight 25 pounds.
  
  
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The company is a fraud. there is no such Acme Relocation. And when the driver came his truck was marked EarlyBird Transportation of **. and a beat up old trunk, which seemed odd for someone about to drive across country. The driver was alone,could barely speak English. Had no inventory of what i was moving. And this was a red flag,,, he had flip flops on,,,,who moves in flipflops,,LOL. I have contacted my credit card company. I would like my deposit back of $1500.00. all the phone numbers are to private individuals and no one answers at any of the other numbers they called me from

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Mar 24, 2023, Acme Relocation called me after I acquired information online for a move across two state lines. I only have a one-bed room condo in ********. I packed most of my things except for kitchen stuffs, a few lamps, and some glass top tables. I described all furnitures and things, room by room... only one bedroom condo anyhow. I was quoted of just under 4K to move everything to **************. The Acme representative told me to give them my bank information so that I would not have a credit card fee charge. Then they debited me ***** for a company called NEW LEAF MOVING GROUP. On Apr 5, 2023, Acme relocation called. We went through all furniture, etc. The representative then told me that we should over estimated it a little so that I would not get charged any more and if possible it would be less charge at the pick up. I got an new estimate of nearly 7K and then I paid $1,500 more to them by bank transfer. The representative assured me that there would be no more charges. I told them about the glass tops and lamps, as well as the kitchen. They said it would be fine and that I would be informed 24 to 72 hrs prior to the pick up date (there was a three-day window). I kept calling them every few days. No update at 72, 48, and 24 hrs. Then at 3 pm of the moving day, I was called and told that the movers would come the next day between **** am. I drove 9 hours to be there at 8 am. The movers came after 10 am and spent 1 hour review my one bed room condo. Then the leader of the movers sat with me for another 1 hour asking for $800 more to pack my glass top table, lamps and kitchen. I told them I do not have any more money and I would throw everything that they would not move away. I paid them in cash another $1,900. Still I owe nearly the same amount. They refused to pack my glass top and lamp and refused to take 4 chairs and 1 book case. Likely they will ask for more money at delivery.

  Business response

  04/17/2023

  We are sorry to hear you are unhappy with our services. Your original estimate was completed based on 38 pieces of inventory which was estimated to need 536cf. After you spoke with our ***************** Manager, the inventory increased to 68 pieces and was estimated to need ****cf. Per your original contract, any additional services, including packing materials, additional volume or any accessorial services would be charged additionally. If you have any questions, please contact our **************** Department. 

  Customer response

  04/17/2023

   
  Complaint: 19938380
  
  I am rejecting this response because: 

   

  I am moving out from a one-bed room condo with a small storage. My whole condo furniture plus everything else would fit half of the size of the space I asked for. The mover refused to wrap a glass cover of my dinning table which I specifically asked for twice on the phone. They also refused to wrap the lamps and chair (no extra chair). I was assured that the price would reduce if I do not use up all the space instead I was asking for $800 more. I already committed over $6,900 for this move. This is really a scam. 

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

  Business response

  04/21/2023

  We have reviewed your estimate again, there were no additional packing services added to the estimate prior to pickup. Since the carrier needed packing to ensure the safe transport of the items, this is a valid charge. If you need any assistance please contact Customer Service. 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT HIRE THIS MOVING COMPANY!! I called New Leaf Moving Group on August 9th, 2022 for assistance with a move from ************ to Georgia. At no point did they share they were a moving broker and would sub-contract a company called Moving Pros. to come to our home and later charge us ***** over the initial quote. Long story short initially we were told ***** we paid over that amount in full at the time of pick up, which I didnt understand because we had eliminated all the furnishings from our family room which were in the original quote. We asked the movers if they could update the bill of lading since we had paid in full upon pick up in PA and we specifically asked if we wouldve charged another fee when our belongings arrived to Georgia. The Moving Pro contractor stated we would not be charged anything more and even updated the bill of lading and marked zero balance owed. About three weeks later we get a call from an unidentified man who claims he was the owner of Moving Pros, but refused to give us his name, he proceeded to say his employee and Moving Pros did not quote us correctly and we now needed to pay him ***** more in order to receive our property. Also, this money needed to be in cash. We contacted New Leaf Moving Group since they were the initial point of contact- they basically acted as though they had nothing more to do with us. They refused to give us any information on the sub-contracted company - they never could find out exactly where our family heirlooms and over 40 years of family memories and belongings now sat. I regret not looking into this company as they clearly have taken advantage of families for years- over ******************************************* how theyre still getting away with this!! I have an autoimmune disorder and needed this move because physical I cannot move heavy furniture and yet Ive suffered more not having our belongings and never getting a refund for services not received. Both companies should be shut down!!

  Business response

  04/04/2023

  We are sorry to hear you are unhappy with our services. Per the notes on your file, we were in communication with you throughout your relcotation. We did advocate on your behalf in regard to the discrepancy with the carrier and the paperwork completed during pickup. If there is anything we can further assist with please contact our office, ******************. 

  Customer response

  04/05/2023

   
  Complaint: 19878379
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business response

  04/11/2023

  The response did not indicate any reason for the rejection. If you need any assistance please contact **************** ******************. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2022, I was researching for my August move from ** to **. New Leaf came up highly rated in my online search, so I called to get an estimate. They'd asked me to list all my furniture items & estimate the number of boxes I'd need. When I said I had no idea how many boxes, they asked how big the place was & estimated 75 boxes, saying that if it was less, they **uld always give a refund The estimate was approx $7000. But it turns out that New Leaf is a broker & hires moving **mpanies at each end of the trip. When the ** moving **mpany arrived, they estimated twice what New Leaf did. When I called NL, they said there was nothing they **uld do, & wouldn't even hold the moving ** to the same rate for the additional items. So they jacked up the price bc we had no choice at that point. The move ended up taking 3 days to pack (not 2), & it **st $28,000 (4 times the New Leaf estimate). I think New Leaf purposely estimates low to get people's business. If they'd given a $28k estimate, we definitely would've used someone else.

  Business response

  02/23/2023

  We are sorry to hear you are unhappy with our services. Per the paperwork completed at pickup, your move required 3,840cf. Your original estimate was based on 155 pieces of inventory and was estimated to need ****cf. The carrier transported over 350 pieces of inventory in addition to the original list provided to your Moving Coordinator. Since the move is charged by the space used you did incur additional charges for the space and packing materials necessary to complete the move. If you have any questions please contact **************** ******************. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Feb 1, 2023, I contracted New Leaf Moving Co., DBA Acme Relocation, Acme Relocation Group to provide a long distance move. They provided a very reasonable estimate and frankly one that was much lower than any other mover. I questioned it and they ensured me the estimate was "binding" and could not be changed. When they sent the contract, they also provided an inventory list which was incorrect--we walked every room of the house with the sales person on the phone indicating all items for shipping. When I questioned the sales person about the incorrect inventory list, he indicated it "didn't matter" because the final inventory would be confirmed by phone approx 5 days before the move and reassured me the contract was binding and couldn't be changed. They sent a contract and demanded a cash deposit (almost $5k)--they would not take credit or debit card. I reluctantly signed the contract and paid the deposit. Fast forward to 5 days prior to move; I was contacted by customer service to confirm the move and inventory list. When I confirmed the inventory, the customer service person indicated the move would now cost 3x the estimate ($24k). When I asked them to define their exorbitant "admin fees" ($12k) they told me it was many things like tolls, gas, labor etc. However, these items were already accounted for in the contract. I pushed for a breakdown and they said they couldn't provide me this information. I told them that I WOULD NOT COMMIT 3X THE **** estimate. The customer service rep threatened to cancel the contract and keep our money. It should be standard business practice to be transparent with fees. What they are doing is classic bait and switch. Bait with a low est, demand cash, change the terms or keep the money. PLEASE HELP STOP THIS BEHAVIOR & DRIVE TRANSPARENCY! SO MANY MORE LIES BUT NO SPACE TO TELL THE FULL STORY. I'm afraid to allow them to take my belongings as I'm confident they will attempt to extort additional money on delivery.

  Business response

  02/27/2023

  We are sorry to hear you are unhappy with our services. We have sent your file to our management team for review. We will reach out to you directly once we have reviewed all of the information. If you have any questions please contact Customer Service. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 21, 2022, we retained New Leaf Moving Group / Insta-Movers (Order No. QB6272776) to pack and move our possessions from **********, ** to Chatsworth, **. We were told that our total charge would be $21,138.28. But once they had possession of our property, we were forced to pay them an additional $8,94001 going to New Leaf Moving Group totaling $30,078.36 in order for them to deliver our possessions to ** in Chatsworth, **. We also had to wait a month to receive our possessions. As we were unpacking, we noticed that there were many broken/damaged items e.g., 65' TV, Standalone Bar. (2) ******************* 3 Drawer File Cabinet and many of the boxes were crushed and some with water damage to the contents. We addressed these issues and more, on October 18, 2022, by letter directly to ***********************, CEO of Insta Movers. **************, nor anyone else from Inst-Movers ever responded. New Leaf Moving Group has also never responded. We have been harmed by New Leaf Moving Group / Insta-Movers and feel that they should compensate us for the excess charges and pay for the damages they did to our property.

  Business response

  02/16/2023

  We are sorry to hear you are unhappy with our services. Our records indicate our last communication with you was 7/13/2022. If you could please send this information to us directly via email to *************************************** from there we can review the information with your carrier, Insta Movers. If you have any questions please contact **************** ******************. 

*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. ↩