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:09/29/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We adquired their moving services July 20th they brokered the services to another company that was unable to fulfill the move. The movers have passed the 30 day grace ****** to receive our items. The moving company has opted to reimburse our move but the *****************) will not accept their responsibility and is unwilling to help us get our move situated and/or provide the reimbursement. They were unable to fulfill what they were hired fore.

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Deceptive business practices. I was lied to many times on the phone. They told me that if my move cost more than the estimate that they would make up the difference. They were deceptive about moving damages. I am basically out **** dollars for their under estimate of chargers and another **** dollars in moving damages. They were right about what I signed. They do this while you are in the middle of moving and there is too much going on. It is all under duress. I have a feeling this is common practice for moving companies.

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In 8/05/2022 paid en route moving company the amount of $500.00 as part of the deposit to make my move from ****, ** to *******, on 8/12 made the remaining balance of 144$ for the mention above move. Prior to that on 8/4 i was quoted $ 2240$ for the move. I had the quote and items to move. On 8/29 movers came to my house, i received a call from the moving company and was told i was quoted the wrong amount and would be $2,000 extra for less items. After many calls back and ************ left, I was told by the owner of the company *************************** i would not be getting my money back because I cancelled. They are not responding to my calls or emails.

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired for a move from CA to ** in May 2022, The movers charged more than what was agreed. when the items arrived, some were damaged, missing or wrong item. Some item were taking out of containers and thrown in something else. Tubs stacked on boxes. A cabinet was damaged in front of me. Not even an apology or how to file a claim. Items were stacked to high. I sent emails, tried contacting by phone and got no response, I would the items I am missing, a new cabinet, The dolly shown is not mine. I had a new one black from amazon. I was very upset and disappoited.

• Initial Complaint

  Date:08/30/2022

  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.

  I am writing with the most critical and gravest of concerns. I have spent the past two weeks processing the extreme detriment and absolute lack of care with which my personal belongings were handled through the move that En Route relocation services facilitated with **************. There are many points from which I can begin to criticize the process, but Ill do my best to strategically outline each of the items that were extremely problematic & resulted in a most damaging and unfortunate moving experience. Having relocated across country & internationally before, I can say with resolute confidence that I have never in my life experienced a move as detrimentally reckless as this one. I am dismayed by the lack of professionalism, communication & care that the entrusted movers of ********************** mishandled my belongings. I had to pay additional money on site but received no receipt for this; En Route is not holding them accountable. Before the move was completed, the movers broke several of my things, including large furniture. The worst case scenario response is that these can be addressed through claims, but that should not be the automated response when reckless handling is brought to the attention of ************** management and their only response is to report the damages to insurance claims. I noticed immediately upon delivery that they were stacking heavy items labeled as books and heavy on type of items that were clearly labeled *************** without any consideration or care. I took photos of this and shared it with the ground manager for Monarch who then told me that they didnt see it so after telling them theyll reorganize it. Professionals should be acutely aware that they are expected to read the way boxes are clearly marked as a way to anticipate appropriate handling. This was not the training that these movers had. En Route Relocation Services facilitated the move but no longer responds. I still dont have a receipt. I need intervention.

  Business Response

  Date: 09/22/2022

  We are extremely sorry for the lack of care that Monarch used while handling your items. **************** for En-Route ******************** has been diligently trying to obtain the receipt you have been requesting. We have made several attempts to obtain all documentation for you that we can. Unfortunately, we have been unsuccessful in receiving anything from them as well. This is not a regular occurance with them and we are trying to get to the bottom of it. We have provided you with everything that we have physically that you have requested. Unfortunately, we can only request paperwork and information from them. We will continue to request the information on your behalf. 

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used En Route to move from ********* to ** on August 13 2022. When I called to book on July 16, they told me that they'd do a same day move since I was moving less than 450 miles. ***** 3 days ahead of the move, they called to confirm inventory. My inventory list admittedly changed - so my quote went from **** to ****. I told them there was no way I could pay that, and they did work with me and bring it down to ****. However, they told me my stuff would be moved within 14 business days, not same day as before - which was frustrating. They had my deposit of ****, there really wasn't much leverage I had to change that or back out. They told me if I continue to reduce my inventory, my quote would be reduced on the day of the move - so my fiance and I went to work getting rid of a ton of stuff - a coffee table, 5 large boxes, and a vacuum - which they said would reduce by a couple hundred dollars.When the movers arrived I started getting the run around "oh you need to speak to ****" then **** said "oh I need to call my manager" - essentially, I ended up paying the full ****, even though I reduced significantly. The movers at pick up were fine - although they were 5 hours later than they said they'd be. I can deal with all of that - the point I cannot get past is the delivery. One man showed up with all of our furniture and he hired two local homeless men to help move. This puts my personal safety at risk. I am open minded and want to help those in need - but having homeless people move my belongings and be inside my house creates a safety risk in the moment and in the long term as they know where I live and what my valuables are. They also are not covered by the company and did not know how to move furniture. They also used my bathroom to take a shower - this is really not okay. The items also arrived extremely damaged, which is noted in the attachment. I am seeking a refund of 50% of my move, or $1750 as the pickup was fine, but the delivery was not okay.