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Business Profile

Moving and Storage Companies

Direct Relocation Services

Complaints

Customer Complaints Summary

  • 63 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/29/2025

    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.
    Direct Relocation Services practices have been deceitful, unprofessional, and possibly criminal. I am requesting a full investigation into this companys handling of our move, their broken commitments, and the theft of our personal *************** is a summary of our experience:We were assured by Diego, the owner, that Direct Relocation Services was not a broker, that they used their own trucks and employees, and that our belongings would remain on one truck for a direct move.We explicitly stated multiple times that we needed to vacate our residence by May 31. Despite repeated verbal confirmations and follow-ups, the company scheduled our pickup for June 1 and provided no clear time window.After numerous phone calls, we were told on the morning of June 1 that our movers would arrive between 24 PM. They did not arrive until 6:30 PM.Upon arrival, the movers were unprepared, had no packing materials, used our personal blankets and cardboard as padding, and provided incomplete and inaccurate documentation for the inventory.A box we had explicitly asked to be returned containing nearly $3,000 in valuable personal items was the only one that went missing. Our surround sound system is also missing, along with damage to multiple TVs and mirrors.The inventory sheet excluded these missing items, and the company has refused to provide the full names of the movers involved.We were told the insurance payout is $0.60 per pound, offering us a few dollars for thousands in losses.We believe this company operates under false pretenses and engages in deceptive business practices, misrepresentation of services, and possibly theft. I have text messages, emails, receipts, and documentation to support these claims.We are requesting:An immediate investigation into Direct Relocation Services Accountability for the missing/stolen items Assistance in pursuing restitution or escalation to small claims court, if necessary

    Business Response

    Date: 07/02/2025

    Dear *******,
    Thank you for taking the time to share your concerns. We take all feedback seriously and want to address your experience point by point.
    First and foremost, Direct Relocation Services is not a broker. We are a licensed carrier that operates with our own trucks and employees. At no time did we state that your items would remain on the same truck from pickup through delivery. As with most long-distance moves, items are picked up locally and then transferred to a delivery truck. This is standard industry practice and necessary for route planning and efficiency.
    Regarding the pickup timing: While we always aim to be prompt, our arrival estimates can be affected by traffic and weather conditions, especially in *******. That said, we did stay in communication and informed you of delays as soon as they arose.
    We understand your frustration with the use of your personal items for padding. This is not standard procedure, and we are reviewing the situation internally with our team.
    Concerning the missing tote you mentioned the one allegedly containing $3,000 worth of personal items this item was not listed on the inventory sheet you reviewed and signed at pickup. Once you brought it to our attention, I personally requested photos and initiated a warehouse search, though unfortunately we have not been able to locate it. If you're able to provide any additional identifying information, were happy to take another look.
    Regarding your request for the movers' full names, we cannot release personal employee information for privacy and safety reasons, especially after a formal complaint has been submitted. However, all crew assignments are documented internally and available for investigation.
    The insurance coverage included with your move, as clearly stated in the contract, is the federally mandated $0.60 per pound. While this is standard across the industry, we understand how it may feel inadequate for certain losses which is why we always recommend exploring third-party insurance before the move when higher value coverage is needed.
    In an effort to resolve this matter amicably and move forward, Im willing to offer a $400 settlement. Please let me know if this is acceptable to you so we can begin the necessary steps to process it.
    If you'd prefer to discuss this over the phone, I can be reached directly at ************.
    Sincerely,
    **************start="2551" data-end="2554"> Direct Relocation Services

    Customer Answer

    Date: 07/02/2025

     
    Complaint: 23534173

    I am rejecting this response because:

    Sincerely,

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

    Business Response

    Date: 07/09/2025

    Thank you for your response. We want to note that our previous offer was made in good faith as an attempt to resolve this matter amicably. While we understand youve chosen not to accept it, we stand by our effort to rectify the situation and are disappointed we couldnt reach a mutual resolution.
    If circumstances change, we remain open to further discussion.
    Sincerely,
    ****** Direct Relocation Services
  • Initial Complaint

    Date:06/23/2025

    Type:Billing 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.
    Please see the letter attached:

    Business Response

    Date: 06/23/2025

    Dear Mr. *************** and foremost, thank you for your 24 years of service, and for taking the time to share your experience. Were truly sorry to hear about the frustrations youve faced, and we appreciate the opportunity to respond.
    Wed like to address a few key points and provide some clarification:

    Broker **********************start="512" data-end="515"> Your contract originated with Safe Ship Moving Services, a licensed moving broker. They coordinated your move and hired us, Direct Relocation Services, as the carrier. While we regret that this wasnt made clear from the start, we informed you of our role as soon as we were assigned the job.

    Truck Size and *******************************start="856" data-end="859"> Our dispatch and pricing were based solely on the inventory details provided by the broker. The truck sent was appropriate for the inventory we received. Once onsite and made aware of the larger scope (a ***** sq ft home), our team adjusted accordingly and arranged additional transport and storage as needed.

    Claim Handling & ********************************start="1220" data-end="1223"> Wed like to clarify that Direct Relocation Services does not have anyone on staff named "****", nor do we condone or tolerate unprofessional behavior of any kind. Your claim was handled by a third-party company called ******************************** (not .com), and its possible you may have inadvertently contacted a different claims-related business. We recommend confirming youre communicating directly with the correct domain: ************************************.
    We genuinely regret the inconvenience this situation has caused and are committed to ensuring a fair and respectful resolution process. Thank you again for your patience and for bringing this to our attention.

    Sincerely,
    ***** ******
    Direct Relocation Services

    Customer Answer

    Date: 06/23/2025

     
    Complaint: 23505216

    I am rejecting this response because: I submitted my claim as provided by Direct Relocation Service. I was in direct communication with ***** throughout the claims process. I have a years worth of emails that can substantiate my remarks in the email. Additionally I have sent the Management several emails with the address provided by *****. 

    Sincerely,

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

    Business Response

    Date: 06/26/2025

    Dear Mr. *************** you again for taking the time to share your feedback. We understand and respect your decision to reject our initial response, and we want to offer a more direct path forward to bring this matter to a close.
    While we continue to stand by the details outlined in our prior message regarding our role as the carrier and the scope of services rendered, we also recognize that this experience has caused frustration, and the claims process can be time-consuming.
    In the spirit of resolution and customer care, we are willing to offer you a $200 goodwill payment as a final gesturewithout requiring you to file another claim or wait through the full process. We hope this offer demonstrates our desire to make things right without further delay or inconvenience.
    Please let us know how you'd like to proceed, and we will process this payment accordingly.
    Sincerely,
    ***** ******
    Direct Relocation Services

    Customer Answer

    Date: 06/26/2025

     
    Complaint: 23505216

    I am rejecting this response because: unfortunately your offer of $200 is less than generous since my initial claim exceeds $12,000. I have requested on numerous occasions for assistance in submitting my claim. Additionally, your claims department initially accepted my claim in an email format then notified me that the claim was in the wrong format. Please remit the initial claim amount of $12,000. If you disagree please provide me line by line why you disapproved my claim. Also provide me with instructions how to proceed with a claim.

    Sincerely,

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

    Customer Answer

    Date: 06/27/2025

    I would like to add that after submitting a $12,000 claim Direct Relocation Service has offered $200 for my troubles. I find this insulting especially since there communications do not offer any evidence as to there decision to disapprove my claim. I also find it criminal that a moving company can charge a significant fee and destroy everything that they are supposed to move and take their time in doing so. I regret and will tell everyone I know about the reputation of Direct Relocation Service. It is my contention that this company had no intention of resolving this or any other claim from the start 
  • Initial Complaint

    Date:06/22/2025

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company lost my TV and delivered someone elses TV in its place. The TV they delivered was a different brand and much older/smaller than my TV. I am seeking compensation in the amount of my new TV, new mount, new power cord, and new remote. I also will have to call a junk company to remove the old TV that they delivered to me by accident- so I will be seeking compensation for that as well. Also- They said they were not a broker and use their own men/trucks- but my items arrived in a Penske truck and I paid 24/7 logistics and not direct relocation services. But most importantly- this company lost my TV and delivered someone elses tv in its place. The photos you will see show my receipt for my TV that I own- Roku- and the Vizio that was delivered to me.

    Business Response

    Date: 06/24/2025

    I think this was an adition to her original complaint, we already satisfied this clients issues in house.
  • Initial Complaint

    Date:06/21/2025

    Type:Delivery 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 company was a hassle from start to finish. THEY LOST MY TV, DAMAGED MY COUCH AND OTHER ITEMS. ***** was professional and responsive when I found out my move was going to take longer than what I was told 5-7 days. However- my items arrived in 11 days and only after repeated attempts to hurry things along. The crew lost several of my items and tried to deliver items that did not belong to me. Many of my items that did arrive were dirty (covered in mud or grease) and a few things were broken. THEY ALSO LOST MY TV AND DELIVERED A SMALLER, BROKEN TV. I would be careful with this company- it really was a disappointing and stressful experience.

    Customer Answer

    Date: 06/22/2025

    The TV that was delivered is a 55 inch Vizio. Mine is a 65 inch ******** I have attached the original receipt for the TV that I own (that was lost by direct relocation services) and a picture of the Vizio logo on the TV they delivered, as proof. I am seeking compensation for the amount of the TV $400 plus a refund for the TV box I paid for during packing, and compensation to cover the cost of a new mount, power cord, and remote, all of which were also lost by the company and totaled $150. The company has been rude and dismissive of my concerns previously, but losing a TV and mixing it up with a different TV is a serious issue and I expect them to take it seriously. 

    Business Response

    Date: 06/23/2025

    Dear Honor,

    Thank you for taking the time to share your concerns in detail. We sincerely apologize for the challenges you encountered throughout your move. While no relocation is ever perfect, your experience clearly fell short of the standard we strive to deliver. That said, were glad we were able to connect directly and work through each of your concerns together. As noted, we addressed the issues with your TV, couch, delivery experience, and other service-related concerns and weve provided compensation accordingly as part of resolving the matter in-house, without the need to file a formal claim.
    We genuinely appreciate your patience and the opportunity to make things right. Your feedback has also been shared internally to help ensure a better experience for future customers.
    Sincerely,
    ***** ******
    Direct Relocation Services

    Customer Answer

    Date: 06/23/2025

     
    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,

    Honor ********
  • Initial Complaint

    Date:05/01/2025

    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.
    First, when I booked my move, I was informed that I could cancel the transaction without penalty if I provided notice at least 48 hours before the scheduled pick-up date. I called to cancel 72 hours prior, well within the cancellation window, yet my request was denied without justification. This was a clear violation of the initial terms I agreed to.Second, I was surprised and unprepared when their team scheduled my pick-up a full day earlier than the agreed-upon date. This unexpected change caused unnecessary stress and forced me to rush packing, leaving me unable to properly prepare many of my belongings.Third, when coordinating the delivery, their staff asked me for my preferred first day of delivery. I confirmed that this meant the date I would be available at my new address, and I provided the date of April 24, 2025. However, when I followed up on April 25, I was informed that my items were still at their warehouse and had not even left for transport. I was further told that they considered April 24 as the starting point to leave the warehouse a timeline completely different from what was communicated to ****** its May 1, and our items are still not delivered although it has been 8 days past the date they are considering as started point. This series of miscommunications and unprofessional handling has caused significant disruption to my moving plans. I respectfully request that Direct Relocation Services provide appropriate compensation for the inconvenience, breach of agreed terms, and the undue stress caused by their service failures.

    Business Response

    Date: 05/06/2025

    After reviewing the file, wed like to clarify that the pickup dates agreed upon in the contract were April 17th18th, and our team successfully picked up the shipment on the 17th, as scheduled. The customers signed agreement also clearly states that any cancellation must occur within 3 days from the date the Bill of Lading is signednot the move date.
    Additionally, the delivery window for a long-distance move from ******* to ********** (approximately ***** miles) is 1021 business days from the customers first available delivery date, which was communicated during booking and is outlined in the agreement. Her items were delivered in just 9 days, which is well ahead of schedule and considered an excellent turnaround for a cross-country relocation.
    That said, we understand that moving can be stressful, and were genuinely sorry for any frustration or confusion along the way. As a gesture of goodwill, were offering a $200 compensation to acknowledge the experience.
    We stand by the quality and timeliness of this move and believe it was handled with professionalism and care throughout the process.
    Sincerely,

    Direct Relocation Services

    Customer Answer

    Date: 05/09/2025

     
    Complaint: 23274623

    Iam rejecting this response because it contradicts the information I was originally given by your staff member, ******* *******. When I first spoke with him, he clearly informed me that the service was cancellable within 48 hours prior to the scheduled pickup. Additionally, he stated that delivery would take approximately 710 days, considering the distance from ******* to ***********


    Regarding the pickup date, I explicitly told him that I wanted my belongings picked up on April 18, 2025. He explained that the form required two pickup dates because your team typically takes two days to complete a pickup, with the truck leaving on the second day. Based on this, we were assured that the actual pickup would happen on April 18.


    However, the truck did not arrive until May 4, 2025, which caused significant inconvenience and stress. To make matters worse, the driver requested that I send the balance payment via Venmonot to Direct Relocation Services, but to a different company, ***************. He showed me a QR code to complete the payment. After I sent the payment, he then asked me to cancel the transaction, stating that his boss was asleep and unable to verify the payment at that time.


    This situation escalated to the point that we had to contact the police. Unfortunately, they were unable to intervene, and the movers decided to leave and return the following day only after they received confirmation from their boss.


    This experience has been deeply troubling and raises serious concerns about communication, transparency, and the professionalism of your operations.


    Given the serious inconvenience, breach of expectations, and stress caused by this experienceincluding the delay, misinformation at booking, and the unprofessional and concerning request to send payment via a third partys ***** accountI believe a compensation of $2,000 is fair and reasonable. This amount reflects the significant disruption to my schedule, emotional distress, and lack of transparency throughout the process. I ask that this be reviewed promptly and addressed in good faith.



    Business Response

    Date: 05/13/2025

    We can offer $30 a day (this is out normal late delivery compensation) for each of the 8 days totaling $240.00.

    Customer Answer

    Date: 05/21/2025

     
    Unfortunately, I must decline your offer, as it does not sufficiently account for the inconvenience, financial loss, and overall impact I experienced as a result of your companys actions.

    Our daily expenses far exceeded $30, as we were forced to repurchase essential items that we already owned but were unavailable due to the delay. Additionally, we had to stay in a hotel for a night, expecting our belongings to arrive the following day.

    Furthermore, based on the delivery window stated in your own documentationspecifically, that the first available delivery date was April 24, 2025the actual delay was 12 days, not 8.


    I filed this complaint in good faith with the expectation of a fair and reasonable resolution. I remain open to a more appropriate solution that reflects the seriousness of the issue and the time and stress it has caused.
    If the company is unwilling to reconsider, I will explore other avenues to pursue a resolution, including reporting to additional consumer protection agencies and seeking legal options if necessary.

    Sincerely,

    ****** Caligayahan

  • Initial Complaint

    Date:01/30/2025

    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.
    12/11/24 Spoke * J ******* with DRS,stated they are the carrier,driver, & movers all in one.stated the crew that arrives on move day is the SAME crew that arrives on receiving day Said since wont need to store our contents they would be shipped immediately.Stated schedules & routes to the home are planned BEFORE day of content pick up Est $7xxx Addtnl items 12/13 ******* to $10xxx BOL signed 12/18 Dep$3xxx sent FT Call from R Lindo 12/30/24 to review inv *******r to 2056cu ********** price $14xxx Addn dep$12xx 1/2 26 ************ 11:45am unannounced. Driver/Coord Terran & 3 movers walk through home. Every item loaded, stickered & documented Onsite BE incr 2136cu ******** mtl chg of $50(R ***** said would be at no extra cost.)New $19xxx 60% @ PU: $6xxx Terran calls owner ******** at 15:30 states theyre ready to drive this truck to ** as soon as we return this afternoon We reply, were told you are driver and crew that travels with this move.Says Im sorry its a whole different group.1/7 I call DRS.Spoke with 2reps & told contents were still on the truck, AT THE WAREHOUSE IN ** awaiting schedule for delivery1/10M ******** calls,truck is en route and will arr in 5-7 d 1/16 3:56pm PST text from ****** stating they will be here at 07:00 1/18 1/18 07:13PST call from ****** stating semi wont fit in the ********* will have to get shuttle addn $12xx A semi?He responds Idk what to tell you10:18 am,call from DAsorey 11:15am Movers arrive ****************** in a 26 UHAUL Distinct Marijuana odor!******* states We didnt leave ** until 1/25 M O of *************** $12xx 1/23 email sent to MGonzalez list of dmgd items and pics Emails received 1/28/25 from ******************************* to begin Online Claim Procedures Package Called #************ *************************************************** Was informed are NOT associated with DRS & regretfully has to inform us that ******************************* is a scam claim company.IMM called DRS & transferred to DAsorey who laughed, said other person lied to us.

    Business Response

    Date: 01/30/2025

    Hey *****,
    I want to sincerely apologize for the issues you encountered and any miscommunication, regardless of where it originated. You made a cross-country move, with the pickup on the 2nd and delivery on the 18th. The timeframe provided to you by the representative and the ** manager was 3-21 business days, and you were delivered in approximately 11 business days.
    Unfortunately, the trucks used for pick-*** typically travel north and south, while the larger semi-trucks are used for east-to-west deliveries. Because of this, Terran, the *******, wasnt able to drive the truck directly to your location. You werent shipped in a U-Haul; you were shipped in a company semi-truck. However, your neighborhood couldnt accommodate that size, as we previously discussed, so we had to shuttle the items using a U-Haul once the truck arrived.
    We've already initiated the claims process for you, and I want to reassure you that weve worked with this company for years. They are absolutely not a scam, though I understand that if you spoke with their competitors, they may have tried to discredit them. That said, Im not sure who you spoke with, but I want to clarify what we discussed when we spoke over the phone.
    For now, well wait for the claims process to complete and take it from there. Again, I apologize for any inconvenience this may have caused and appreciate your patience.
    Thank you again for your understanding.

    Customer Answer

    Date: 01/31/2025

     
    Complaint: 22874817

    I am rejecting this response because:

    As I clearly stated before, this is about GROSS NEGLIGENCE and FALSE REPRESENTATION. I should NOT have to buy insurance so that your company can be as negligent as they want with our belongings! (And only receive .60 cents per pound!) I trusted Ms ******* and her convictions that this is a professional company and that my belongings were in professional hands. My first mistake. Ive even tried multiple times to make you understand from my point of view, a first time interstate mover. But instead of showing any amount of compassion or understanding, you just leave it to the claims company, which tells me that you truly do not care for your customers.


    Sincerely,

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

    Business Response

    Date: 02/11/2025

    Hey *****,
    I want to sincerely apologize for the issues you encountered and any miscommunication, regardless of where it originated. You made a cross-country move, with the pickup on the 2nd and delivery on the 18th. The timeframe provided to you by the representative and the QA manager was 3-21 business days, and you were delivered in approximately 11 business days.
    Unfortunately, the trucks used for pick-*** typically travel north and south, while the larger semi-trucks are used for east-to-west deliveries. Because of this, Terran, the *******, wasnt able to drive the truck directly to your location. You werent shipped in a U-Haul; you were shipped in a company semi-truck. However, your neighborhood couldnt accommodate that size, as we previously discussed, so we had to shuttle the items using a U-Haul once the truck arrived.
    We've already initiated the claims process for you, and I want to reassure you that weve worked with this company for years. They are absolutely not a scam, though I understand that if you spoke with their competitors, they may have tried to discredit them. That said, Im not sure who you spoke with, but I want to clarify what we discussed when we spoke over the phone.
    For now, well wait for the claims process to complete and take it from there. Again, I apologize for any inconvenience this may have caused and appreciate your patience.
    Thank you again for your understanding.

    Customer Answer

    Date: 02/11/2025

     
    Complaint: 22874817

    Since were just copying and pasting previous responses

    I am rejecting this response because:
    As I clearly stated before, this is about GROSS NEGLIGENCE and FALSE REPRESENTATION. I should NOT have to buy insurance so that your company can be as negligent as they want with our belongings! (And only receive .60 cents per pound!) I trusted Ms ******* and her convictions that this is a professional company and that my belongings were in professional hands. My first mistake. Ive even tried multiple times to make you understand from my point of view, a first time interstate mover. But instead of showing any amount of compassion or understanding, you just leave it to the claims company, which tells me that you truly do not care for your customers.

    Also, its never been addressed as to the marijuana smoking while handling our belongings (on camera!). Like weve previously stated, GROSS NEGLIGENCE.

    Originally quoted $7xxx, end up paying over $16xxx. Should have just sold all our house contents and purchased new when we moved. Would have been about $6000 cheaper AND NOT DAMAGED!!

    Sincerely,

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

    Business Response

    Date: 02/11/2025

    I can offer you a $250 refund for the inconvenience you experienced. This will be in addition to the claim refund you will receive from Moving Claims.

    Customer Answer

    Date: 02/15/2025

     
    Complaint: 22874817

    I am rejecting this response because:

    We would like AT LEAST a 10% refund for the negligence and improper handling of our property.

    $250 would not even cover the cost of the brand new 65 TV that was busted.

    And as far as waiting to see what the claims company decides, that looks like its going to be another month to two before we know anything. And we both know whatever they recommend as compensation is going to be nominal.

    Sincerely,

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

    Customer Answer

    Date: 02/18/2025

    Well, since this complaint is now closed without any resolution, I hope others can at least read the complaint and avoid this moving company at all costs.
  • Initial Complaint

    Date:12/02/2024

    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.
    Hired a moving company told me my furniture would be here nov 28 then when they came to pick up told me 2 to 14 days me and the wife are 78 and 79 years old I feel I was totally lied too get my business first quote was ******* end up *******

    Business Response

    Date: 12/17/2024

    Were sorry you did not feel you had a good experience with us. Please call the office and ask for a supervisor so we can see if we can help you.

    Business Response

    Date: 12/19/2024

    Good morning ******,

    We picked up your order on November 25th and delivered it on the 10th, which totals 11 business days. You were initially given an estimated delivery window of 2-14 business days, and I apologize that it took the longer end of the timeframe. To make up for the inconvenience, Id like to offer you a $150 credit. Does that work for you?
    Thank you for your understanding.

  • Initial Complaint

    Date:11/22/2024

    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.
    Oct 19. , 2024 Movers came to my place to pick up my belongings but they are charging me extra ***** dollars on top of the contract of *****. I told them i dont have money and i cannot afford the extra amount they are asking on yop of the contract. So they just left me hanging on my moving dates and even my work schedule days was affected. As of now i am battling to get my diwn payment back but faiiled. They keep giving me excuses and telling me they are working on it but they always promising me to call me back but they never calls back to me. I kept calling them every now and then and still they kept telling me they are working on it and again never reach me out. They suppose move my stuffs to from ** to ***** and every shedule that i have most particularly my work shedule was affected cuz of the move. I was force to pay for a POD to ship out my house hold belonging to Texas and pay another 4k and the process was so smooth and i even brought more things that i suppose to. Please help me get my money back for this matter that they attempted to rip me off for extra money. Hope for your kind consideration to help me for this situation.

    Business Response

    Date: 11/22/2024

    That is not what happened and we never gave you the run around *********, you were told that your deposit was non refundable. We gave you multiple options, we tried rescheduling your dates, we tried taking just the items that we had on the list for the estimate cost but you declined them and said we had to take everything on the list and all the extra items you did not have on your list for the original price and unfortunately we could not accomidate that. The reason the deposit is non refundable is because of multiple reasons, the money spent to get to you house cus we showed up paid employees use gas etc and the dates that you blocked off from our schedule that went to waste. This is on your contract and I explained it the day we were at your house which you understood at that time.

    Customer Answer

    Date: 11/25/2024

     
    Complaint: 22588685

    I am rejecting this response because:

    They went to my place and did not offer me any resolution and instead they kept me waiting for a long time when i replied to them that i dont have money anymore cuz i just borrow that money from my card. They kept insisting that i have to pay an extra $3700 on top of the quote they gave me or else they cannot pick up my moving stuff. I talk to the phone with ************ assigned customer service) and told him everything that i have and he even told me to buy more big boxes. I even explained to ******* that i dont have enough money anymore and ask him not to charge me any surprise extra charge. The driver told me that mr ******* did not write everything that i have and they cannot fo anything about it. I beg to them cuz im schedule to start working to ***** on scheduled date but they did not take any consideration. All i need is the refund of my money. I kept calling them since Oct 19 and ******* kept telling me they will call me back. I was calling them every week and ******* **** giving me lots of alibi saying he will talk to the manager, and also telling me one time that is already in the accounting and will call me back. But none of the promise call back never happen. This is their word against my words. They lied to me and their statement. They did not offer any resolution from the very beginning and kept telling me that they are making phone call but never happen. Please help me on this battle. So in the future they cannot victimize another innocent people that needed move. I will fight for this until the truth comes out and also to protect us from the scammer like this company. 

    Sincerely,

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

    Business Response

    Date: 11/26/2024

    Thats not exactly what happened, you were given two options when we showed up. Option 1 was to take the original estimate of $4900 and the items on the original inventory list at cost, and option two was the revised with all the extra items that you failed to mention at an aditional cost but you didnt want either of those, you wanted the original price with the aditional items or nothing, unfortunately we couldnt do that. I told you that day your deposit was non refundable at that point.

    Customer Answer

    Date: 12/02/2024

     
    Complaint: 22588685

    I am rejecting this response because:
    This is my words against their words. They are not telling the truth and tried to get away from responsibilties. I was not offered any resolution and i kept calling them and they are giving me lots of excuse and kept telling me they will call back but they never communicate with me. Look this is christmas and i dont even have money to spend because of what they did. Now they are giving their statement after i did some action with BBB? All i need is my money to be back or i will go to court and file a complaint against your company. 
    Sincerely,

    ********* ********
  • Initial Complaint

    Date:11/06/2024

    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.
    Good evening. I need information as to where to file legal complaint against this company. At this point. At this point. I have given this company enough time that someone shouldve called me even if the delivery was going to take longer than what they had originally said someone should have called me about my property at this point. I kind of feel like my properties in danger in the care of this company who has made little to know contact with me whatsoever. Whoever the guy is that claims to be the owner that I keep speaking with claims that ***** keeps calling everyone but yet its a lie. ***** has not been calling anyone. Thank God for phone records The last phone call I got from ***** was over a week ago claiming that she was gonna get back a hold of me with a delivery date and again thats been over a week ago. At this point. I need some type of information on my belongings. I hate to have to be this non sense but just like they wanted the money. I wanna know where my stuff is that they promised to deliver. Honestly at this point. I need to know if I need to get the proper authorities involved to get an answer.

    Business Response

    Date: 11/07/2024

    Good morning *****,

    Your items were picked up on October 28th, with the first available delivery date being October 31st. The typical delivery window for this route is 3 to 14 business days. Your goods left our warehouse yesterday afternoon, and the driver reached out to you today with a more specific delivery timeframe, which is either Friday afternoon or Saturday morning.
    Let us know if you have any questions!

    Business Response

    Date: 11/13/2024

    Client has been delivered.
  • Initial Complaint

    Date:10/31/2024

    Type:Customer Service 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.
    It seems that this business is refusing to contact me as a customer yet they have my belongings and I have still no idea when theyre planning on bringing my things to me at this point someone in leadership needs to contact me and let me know what the problem is and when my things will be delivered, I get that theres a timeframe, but they havent even so much has given me that for sure.

    Business Response

    Date: 11/01/2024

    Hey *****, We just picked you up on the 27th and ***** my dispatch manager spoke to you the 28th and again yesterday the 31st. She explained that the 31st is your first available delivery date so once you items are loaded and on the way to IN she will call you again with a better delivery window. Please reach out to us if you have any further questions ********** thank you.

    Customer Answer

    Date: 11/01/2024

     
    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,

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

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