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:07/23/2025

  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.

  On 4/15, I booked a move with Value Added Moving with a $2000 deposit. I went through my house and gave a list of all of my items, and the quote was $4000 total for the move. On 6/29, we did a final estimate for the move. The quote did move up a bit based on a few changes. On 7/2, the movers came and said the quote was now $8200 because the estimated square footage was different than the original quote (but the items werent different). They said the deposit was non refundable so I was unable to change moving companies. I agreed to pay, then they took 6 hours longer than they said they would to load. At the end, they left an entire pickup load, an suv full, and a full car of stuff they refused to move because they claimed there wasnt space. They said they would deliver 7/9 and I couldnt pay with credit card if I told the driver I needed to. On 7/9, I didnt hear from them and called four different phone numbers with no answer. I finally heard from them on 7/15, saying they would deliver in 5-8 days and I would be able to pay with credit card if I did it with the business department over the phone. When they came to deliver, they charged $75 more and refused to take a credit card. They drove off with my stuff until I provided a money order or wire transfer. When I paid them, they delivered some things that werent mine and refused to take them back, I was missing some stuff, and they damaged multiple items.

  Business Response

  Date: 07/23/2025

  Dear Valued Customer, 

  Thank you for your feedback. We're sorry to hear about your experience and appreciate the chance to respond.
  At booking, you received an initial estimate based on your provided inventory. On moving day, our team reassessed and found the actual volume was significantly higher, resulting in an updated total. This process aligns with industry standards and was outlined in your service agreement.
  While the deposit is non-refundable, cancellation was still an option prior to dispatch. We regret the extended loading time and that some items could not be transported due to space limits.
  We apologize for the delivery delay and communication issues. Our credit card policy requires advance arrangement through our billing department; drivers cannot process card payments in the field.
  We're also sorry for the reported damage and misdelivered items. Please contact our ***************** to resolve these issues.
  Were committed to addressing your concerns and improving where needed.

  
  Sincerely,
  Value Added Moving

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23640566
  
  I am rejecting this response because:

  The process for providing a quote is ineffective. The list I provided was accurate, the estimate by your employees was off.

  The credit card payment policy was communicated to me that I was able to work around it by two separate employees. This was not honored.

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

  Business Response

  Date: 07/24/2025

  Dear Valued Customer,

  
  Thank you for reaching out. Were sorry to hear that you are dissatisfied with our quoting system and want to address your concerns.
  Please note that the initial estimate is based on the inventory you provided to our representative at the time of booking. Any significant changes to the inventory or scope of the move can affect the final cost.

  
  On the day of your pickup, we did not receive any communication from you regarding a need to revise your estimate. Our customer service team is always available to assist with adjustments and explore options to help you stay within your financial expectations, had we been contacted at that time.

  
  Regarding payment methods, we want to clarify our policy as outlined in Section 16 of your estimate:

  
  Upon booking, a deposit must be paid via ACH/eCheck, bank wire, or direct deposit into our company account. Credit cards ****** **********, Discover) are not typically accepted for deposits or on the day of service.
  At pickup, the carrier may collect up to 70% of the total balance due. This payment must be made by cash or postal money order.
  The remaining balance is due in full at delivery, also by cash or postal money order. The carrier reserves the right to collect up to 70% before the goods leave the origin state. In accordance with federal law, payment in full is required prior to unloading.

  The option to us credit card was not a known modification to your move service order, thus leading the crew to not find that as an acceptable form of payment.  

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23640566
  
  I am rejecting this response because:
  
  My quote was provided based on the correct inventory, the size of the stuff was bigger than the estimate. 
  

  At time of pickup, I spoke on the phone with two different supervisors and was told I could either pay the extra $4000 or lose my deposit. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/13/2025

  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.

  Contracted company to deliver studio sized space no later than 6/14.They told me theyd pick up my things on 6/11 to have there by 6/***** pickup day movers tried to more than double my estimate. After weeks of phone calls, my things didnt arrive until 7/12, almost a month late! All but 1 furniture item was damaged irreparably, movers on unload day were smelly and spoke no English.

  Business Response

  Date: 07/14/2025

  Good afternoon *******,
  
  We sincerely apologize for any damaged items resulting from your recent move (G4607608). We understand how frustrating this can be, and were here to help. We have a claims process in place to assist with damaged belongings, and we encourage you to contact us at your earliest convenience so we can guide you through the steps to file a claim.
  
  Regarding the delivery window, we also apologize for any miscommunication. Your move covered a distance of ***** miles. Based on that distance, our estimated delivery spread was 714 business days from the first available delivery date, which was 6/14. Per *** regulations, the carrier is allowed up to 31 business days to complete delivery. Your move was completed in 18 business days.
  
  We appreciate your understanding and are committed to resolving this matter to your satisfaction.

• Initial Complaint

  Date:06/21/2025

  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.

  I contracted with Two Movers / Value Added Moving for a long-distance move, including the transport of a motorcycle, for over $5,000. I was told the motorcycle would be crated and that I would receive a dispatch call in advance with pickup details. Neither of these commitments were upheld.On the day of pickup, the contracted movers arrived unaware that a motorcycle was part of the move. I was left with no choice but to allow them to load it uncrated, against our original agreement. Additionally, I was told we would receive a scheduling call in advance, but instead received a call at 6:30 a.m. the day of, giving us only an hour's notice.Most frustratingly, our *** confirmed a delivery date of June 27. When the movers arrived, they stated our delivery would be June 30. I contacted the company to request a partial refund for the motorcycle mishandling and the delay. The company refused, stating that by allowing the move to proceed, I had accepted the changesdespite having no realistic alternative.I am seeking acknowledgment of the service failure and a partial refund for the uncrated motorcycle, which was a clear deviation from the service quoted and sold to us. I also request that the company improve communication protocols and stop making assurances they do not intend to honor.

  Business Response

  Date: 06/23/2025

  Hello ******,
  Thank you for sharing your concerns. We understand how frustrating this situation can be.
  Please know thateven without specialty cratingyou accepted the move, and our crew safely and securely loaded all household goods, including your motorcycle, which is now en route. We maintained contact throughout the process and provided your pickup details as soon as possible.
  Our signed agreement clearly outlines transit times, procedures, and optional services like specialty packing. We proceeded in accordance with the contract and completed our responsibilities under those terms. As such, this situation does not constitute a service failure by our standards.
  That said, we take your feedback seriously and we will continue to monitor the shipment closely and provide you with updates regarding the delivery ETA as soon as they are available.
  Thank you for your patience as we ensure a smooth completion of your move.
  Thank you,
  *******************start="252" data-end="255">Value Added Moving

• Initial Complaint

  Date:06/11/2025

  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.

  ***** ***** called my mother without solicitation and tricked her into believing that the company she had hired for moving was scamming her. He took her money and told her that she had 72 hours to cancel the contract knowing full and well the company has a clause for within 10 days of the move date.When I contacted customer service and asked for a refund they said they would send it over to Accounting. The next day I followed up. The **************** *** told me that I wasnt allowed to speak to anyone in accounting, that he _was_ the manager of **************** so there was no one else to whom I could appeal and that mother would not get her money back based on their policy.The sales *** ***** blocked my phone but strangely enough he was more than happy to give my wife a quote for a move to **** which I had posted was occurring within 10 ******* seems their MO is to search for contracts probably on some digital list where moving companies seek subcontractors. Then, they contact the person within 10 days of the move date. They get them to hand over a refundable deposit except its not refundable.This is very clever but well see what the States attorney general has to say.Beware!Furthermore they hide their billing under a different company name - Moving Storage and Logistics ****

  Business Response

  Date: 06/26/2025

  We appreciate the opportunity to respond to this complaint and to clarify the circumstances and our company policies.

  
  First and foremost, we take all customer concerns seriously and strive to maintain transparency in every aspect of our operations. We regret that the customer and her family were dissatisfied with their experience. At no point was there an intent to mislead; rather, Mr. ***** provided a quote and offered guidance based on information available at the time. We do not have the ability to know which specific company the customer had already engaged, unless voluntarily disclosed.

  All rescheduling and cancellation requests must be submitted in writing to *********************************** as stated in our service terms and on our documentation. We honor refund requests within 72 hours of the reservation being placed, subject to a 10% deduction for non-refundable merchant processing fees. After 72 hours, deposits are non-refundable as these funds are used to begin scheduling, routing, and securing carrier availability, especially when reservations are made within 10 business days of the pickup window.
  Per our terms:
  Estimates may be canceled, and deposits refunded within 72 hours of booking (minus merchant fees).
  If the reservation is made within ten (10) business days of the pickup date, the deposit is non-refundable due to routing and scheduling commitments.

  We understand the frustration expressed by the family member who called on behalf of the customer. However, for account security reasons, our team can only disclose sensitive booking and financial details to the contract holder unless otherwise authorized. Additionally, our team always aims to handle such matters respectfully and professionally.

  We are happy to further review the reservation and communication history if the original customer submits a written request to our support team. We are committed to resolving any matter within the framework of our policies and the agreements made at the time of booking.
  We value every customer and hope to resolve this matter amicably and fairly.

  
  Sincerely,
  Customer ***********************start="3216" data-end="3219"> Value Added Moving

   

   

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23457603
  
  I am rejecting this response because:

  "First and foremost, we take all customer concerns seriously and strive to maintain transparency in every aspect of our operations." - I find this to be laughable on its face.  The only reason this broker - and, for any reading this, they are a moving broker and have no trucks of their own according to the ***** site - knew about my mother as a potential sales victim is that they saw the request posted by the moving broker my mother had already engaged.  She was told by Mr. ***** that: 1) she was being scammed by the previous broker with no available evidence to back that up; 2) she understood her deposit to be refundable within 72 hours.   The company was contacted by her using my e-mail account within 6 hours of signing the contract.  Incidentally, when I called Mr. ***** he continued to insist that the first company was a scam.  ************ is reading this, it was not.  They delivered on all the service they promised to deliver and there was no additional cost.  So, why would a rational person want to take a $1900 quote over a $1200 quote?  What value-added service is a broker supposed to give if not finding the best value.  After all, their company cannot move a case of Tic-Tacs - they have no trunks.  It's obvious to me that Mr. ***** did not make it clear how the business operates.  So, transparent?  No.  I don't think so.  My mother is a senior citizen who was trying to handle business on her own during a stressful time. Mr. ***** used predatory tactics which I believe constitute elder abuse.

  Secondly, when I contacted Mr. ****** he told me that I needed to contact **************** for a refund.  I started to feel bad when I heard that response, because I knew they had no intention of refunding the move.  I contacted **************** and they told me that Accounting processed the refunds.  When I asked to speak to Accounting, I was told I could not.  When I asked to speak to a supervisor it was evident that they have zero staff.  This makes sense if and only if you have no intention of actually trying to provide services for your customer.  Again, this company is a ********************** broker so the _only_ service they provide is to make sure someone's move go smoothly.  At best, the employees are ignorant of how their company is set up and do not realize they are part of dubious business practices; at worst, they are in it or they are the people running the scam.

  So, I was left with no way to appeal.  I was told point blank that my mother was not entitled to a refund because it was too close to the move date.  That's not what my mother understood.  Regardless of all this, they have made no good faith effort to reach out to my mother or resolve the matter.  Perhaps, they may not be legally liable; we're going to try and find out.  However, I would simply block their phone number the same way that Mr. ***** blocked mine.

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

  Business Response

  Date: 06/27/2025

  We appreciate the opportunity to address your concerns and want to assure you that we take all customer feedback seriously. Our goal is to operate with honesty, clarity, and respect for every customers experience. Were truly sorry to hear that this move did not meet your familys expectations.

  At no time was there any intent to mislead. Mr. ***** provided a quote and guidance based on the information available during the consultation. As a licensed moving broker, we do not operate our own fleet of trucksthis is noted in our materials and public recordsand we can only base our recommendations on what has been shared with us directly by the customer.

  Per our policies:
  Cancellations within 72 hours of booking are eligible for a refund (minus merchant fees).
  Reservations made within 10 business days of the pickup date are non-refundable.
  We recognize and respect the concerns shared by the family member who reached out on behalf of the customer. However, for privacy and security reasons, we are only able to discuss booking details with the contract holder or an authorized party. Our team strives to communicate professionally and helpfully in all cases.

  
  If the customer wishes to provide a written request, we are more than willing to review the reservation and communication history thoroughly. Our goal is always to work toward a fair resolution within the framework of our service agreement.

  
  We value your feedback and appreciate the chance to respond.

• Initial Complaint

  Date:06/01/2025

  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.

  Sunday June 1, 2025 I submitted a detailed list of items to be moved from my home with measurements and descriptions. I was quoted that the move would cost $1700. I gave the company an $800 deposit. When they arrived in my home, they said that the quoted items are bulkier than expected and would actually cost an additional $1500 plus the cost of an additional truck. This is double the quoted amount. They refused to give me my deposit back and said if I let the truck go I would be charged additional fees for having the drivers come out to the house. The company is Value Added Moving Company.

  Business Response

  Date: 06/02/2025

  On Sunday, June 1, 2025, the customer submitted a list of items to be moved. Based on that information, she was quoted a price of $1,700. However, when the movers arrived on-site, they found that the items did not match the list the customer provided. Many pieces were larger, bulkier, and unstackable, requiring significantly more space than estimated. The customer was not present at any time during the on-site assessment, and all communication occurred by phone.
  After evaluating the shipment, the movers explained in detail the true volume and space required. They informed the customer that additional spaceand potentially another truckwould be necessary. The movers waited over three hours for instructions after clearly explaining the situation. During that time, they remained on-site and available for any questions or clarification.
  Despite the discrepancy, the carrier still offered a discount, which the customer declined, requesting to speak with her original representative. She was advised that the representative could not alter what was physically assessed on-site by the movers.
  As stated in the signed contract, the deposit is non-refundable once the truck is dispatched, and declining service after dispatch may result in additional charges. These terms were agreed to at the time of booking and are consistent with industry standards.
  Value Added Moving Company acted in good faith by honoring the initial estimate based on the information provided, reassessing honestly on-site, offering a discount, and patiently waiting for the customer to respond. We believe weve handled the matter professionally and transparently, and we remain open to resolution within the terms of the signed agreement.
  Sincerely,
  Value Added Moving Company

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23405193
  
  I am rejecting this response because:

  The list of items provided was detailed and all of standard sizes.  I did not add any additional items.  I have contacted the ***** and they confirmed this is a common bait and switch tactic done by your company.  I have contacted a lawyer who informed me the contract is not legally binding because the company did not honor the agreed price and the service is not rendered as agreed.  Again, I am asking for my full deposit in the amount of $800 be returned to me.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/24/2025

  We attempted to complete this move as scheduled; however, the customer was not on-site and declined all assistance upon our crews arrival. Despite our efforts to accommodate, the customer chose not to proceed. Since then, they have continued to post negative and misleading reviews across various platforms. We remain committed to professionalism and customer service.

  Support Team

  Value Added Moving

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23405193
  
  I am rejecting this response for the following reasons:
  The moving company did not complete the job as agreed. I was initially provided with a quote, only to be told later that the actual cost would be $1,500 moreplus the additional cost of hiring another truck. This bait-and-switch approach is unacceptable.
  I paid only a deposit, and no services were rendered. Despite this, the company refuses to return my deposit.
  Additionally, I have been subjected to unprofessional and unethical behavior, including threatening emails, pressure to sign an NDA in exchange for stopping my reviews, and having my phone number and email added to robocall systems and online formsresulting in hundreds of unwanted calls, texts, and emails.
  I have spoken to my attorney, who confirmed that the company has no legal grounds for a defamation claim and no right to retain my deposit under these circumstances.
  I am not the only customer who has experienced this. A review of the BBB and other complaint platforms shows a pattern of similar treatment by this company.
  I will not consider this matter resolved until I receive a full refund of my $800 deposit.
  Sincerely,
  **** *******

  Business Response

  Date: 06/25/2025

  Dear ****,

  As outlined in the contract, your deposit is non-refundable and falls outside the cancellation window.
  Our crew arrived as scheduled and waited for several hours, incurring costs related to fuel, labor, mileage, and logistics. No additional fees were charged to you. All communication was conducted by phone, as you were not present on-site. We also made multiple good-faith attempts to reschedule, which you declined.
  Given these facts, we rendered services to the best of our ability under the circumstances, and a refund is not warranted.

  We understand your frustration and respect your right to share your experience. However, we kindly ask that future communications remain accurate and respectful. Ongoing false claims or public misrepresentation of the situation will be noted and addressed appropriately.

   

  Sincerely,

  Value Added Moving

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23405193
  
  I am rejecting this response because:
  I was quoted $1,700 for my move, but when the company arrived at my home, I was told the cost would be nearly $2,000 more. I canceled the service at that point, and nothing was moved.
  No services were rendered, yet the company is refusing to return my deposit. I am sharing truthful reviews about my experience and will continue to do so until my deposit is refunded in full.
  I am seeking a full refund of my deposit.
  Sincerely,
  **** *******

  Customer Answer

  Date: 06/25/2025

  This company is lying.

  They are scamming me with a bait and switch tactic.  They are claiming to have helped me but they did not. They arrived to my home late and told me they needed nearly $2000 more to complete the move.  I canceled the job.  They left.  I requested my deposit back and they are refusing.

  They did not perform any services and lied when giving me the quote.  I am asking for my deposit back.  
  

  They have called me yelling, sent mean emails, added my number and email to robo callers.  All unprofessional.  I am not leaving untruthful reviews just simply stating what happened.  If you look through other complaints on the bbb website about this company you will see I am not the only one they have done this too.  I am trying to protect other consumers for falling for the same scam as I did.

• Initial Complaint

  Date:05/16/2025

  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.

  Value Added gave me an estimate to move from ******* to ***** of $4700.00 on April 18th. 6 days before the move on May 7th, the price changed ot $7330.00 with the promise of having all of my personal belongings on one truck and estimated 1600 cubic feet. When the driver arrived with a 26 ft moving truck, he said my items would not fit on his truck and said he could 'make it work' for an additional $4025.00 This brought the total to $11,335.00. The estimate was given as they were loading the truck and given on a blank piece of paper. They asked for $4012.50 in a cashier's check written to the trucking company before they would load the truck. The original contract was signed with a broker and they said we would have the entire 26 foot truck. When I called the broker (Value Added Moving), they said that I would have to pay them if I wanted to move that day.Ultimately we were afraid they would not honor the price even if I paid because we had not been given any honest number prior to that day. I was concerned that they would load the items and I would never see them again. I had already paid them $3330.00 and was not comfortable paying out more without confidence in the company.This company used fear to try to convince me, an 88 year old widow, that I did not have a choice but to pay. They owe me $3330.00 for failure to honor the contract.Ultimately I paid another company to move me on the same day for $4,000 less and without issue. They fit all of the items in a 26 ft (1700 cf) truck.

  Business Response

  Date: 05/16/2025

  Dear Valued Customer,

  We appreciate the opportunity to respond to this complaint and take all customer concerns seriously.
  Our records indicate that we have been in direct communication with the customer and have presented multiple resolution options in good faith. The original estimate was based on the information provided at the time of booking. Upon arrival, it became evident that the actual volume of items significantly exceeded the initial estimate, which required adjustments to the final cost. These changes were communicated on-site prior to proceeding.
  We regret any frustration the customer experienced and understand the importance of clear and accurate expectations during a move. We are continuing to review the circumstances surrounding this matter to ensure a fair and appropriate resolution.
  We remain committed to resolving this issue and welcome further discussion should the customer wish to pursue a mutually agreeable outcome.

  Client Specialist

  Value Added Moving

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23338041
  
  I am rejecting this response because they have not offered a resolution.  I was told my deposit was not refundable.  The complaint was filed because the first salesman did not provide an honest and true estimate based on the information I provided. He called repeatedly over many days and made promises for his company that were not kept.  The second ****** I spoke to within 6 days of my move, gave us an estimate that had all of the items listed The third estimate came the morning of the move (on a piece of blank paper)  and no additional items were added to the list.   I expected to be treated fairly when I signed the contract and ultimately was asked to pay 2/3 more for the move.  Unacceptable business practice and I should receive a refund.  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/20/2025

  We regret that the customer is not satisfied with the experience. Our records show that our team provided multiple estimates based on the information given. A contract was signed agreeing to terms, including the non-refundable deposit.

  On move day, our crew conducted a standard walkthrough and identified additional items not previously listed, which impacted the overall cost. This was communicated clearly before any loading began. As a courtesy, we offered a senior discount, which was declined.
  No services were rendered beyond dispatch and on-site evaluation. Per the signed agreement, the deposit remains non-refundable. We believe our team acted professionally and in accordance with policy.
  Sincerely,

  Customer Service Team

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

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23338041
  
  I am rejecting this response because: there were no additional items and no formal estimate was given by the driver, only a piece of paper which did not indicate what additional items were being taken. The driver demanded a check for $4,000+ before he would load the truck. He did not check the estimate items. Where is the itemized list he claims he took? He did tell us he would fill part of his truck and we could figure out the rest. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/07/2025

  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.

  I hired this company to manage my relocation, and they brokered the move to ************ Moving. Since then, I have encountered serious issues that remain unresolved and have left me concerned that my belongings may have been stolen.Initially, Blue Diamond Moving could be contacted, but their phone number and email are no longer working. I have now been without my belongings for 18 business days. The broker has given me three different delivery dates, all of which have passed without explanation or follow-through.Every time I contact the broker, I am told the same scripted response: that they are waiting on an update from dispatch. Ive also been told my items are still in a neighboring state, near the original pick-up location, despite the delivery estimate being around 20 days. We are nearing that deadline, and I still have no reliable update or timeline.This situation has caused significant stress and inconvenience. I have lost valuable time waiting at home for deliveries that never happened, based on the false dates I was given. The repeated false promises and lack of accountability make me fear my items have been lost or stolen.I am requesting urgent help in either retrieving my items or receiving a verified and accurate delivery timeline.

  Business Response

  Date: 05/08/2025

  We appreciate the opportunity to address this matter and want to assure the customer that their concerns are being taken seriously.

  The customers shipment was picked up on April 12, 2025, for a long-distance move spanning approximately ***** miles. As clearly stated in the signed agreement and in accordance with ******************************************* (*****) guidelines, the standard estimated delivery timeframe for a move of this distance is up to 21 business days, excluding weekends and holidays.

  As of the date of this response, the shipment is still within the contractual and federally regulated delivery window.

  We understand how stressful it can be to experience delays, and we sincerely apologize for any inconvenience caused by shifting delivery estimates. Please know that our team has remained in active communication with the customer throughout this process and has continued to provide updates based on the information received from the assigned carrier.

  
  We are committed to seeing this move through to completion and will continue to monitor the shipment closely. Should the delivery exceed the contracted time frame, we will fully support the customer in taking the appropriate next steps toward resolution.

  
  Sincerely,
  Customer ******************start="1443" data-end="1446">Value Added Moving

  
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23297850
  
  I am rejecting this response because:

  Neither Value Added Moving or Blue Diamond has called me with updates. I have had to call several times and just get the run around. 
  My issue is not the time period on the contract. My issue is that I cannot get a hold of Blue Diamond after several calls and emails. My move should have never been contracted to a company that cannot communicate while having customers items. The few times I did speak to Blue Diamond, they have given me 3 false dates for drop off with no follow up. Each date has passed. I am requesting a definitive date at this point. 
  

  I also got a call from Blue Diamond today requesting 50% of the drop off payment. Which means they would have 75% of my payment with no definitive date on when I am receiving my items and no clear point of contact. They also states an additional 9 days which is past the 21 day contract that I signed. When I agreed to this move, I was told by Blue Diamond and both Value Added that I pay only at pick up and drop off. The lack of communication and moving parts has been stressful. I spoke to someone on the phone today at Value Added that told me to disregard the phone call I received about more payment from Blue Diamond. I am requesting a definite date on when I will receive my items and better communication from Blue Diamond and a direct point of contact whether that is through the broker or moving company.

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

  Business Response

  Date: 05/09/2025

  To Whom It May Concern,

  We acknowledge and appreciate Ms. ***** ****** concerns regarding her relocation experience coordinated through our company, Value Added Moving, and carried out by the assigned carrier, Blue Diamond.

  
  As a licensed moving broker, Value Added Moving does not physically handle or transport customer property. Our role is to coordinate licensed and insured carriers to perform the relocation services on behalf of our customers, as outlined in our Broker-Carrier Agreement and in the documentation reviewed and signed by Ms. ***** at the time of booking.

  
  We regret to hear that Ms. ***** has experienced difficulty communicating with the assigned carrier and understand how frustrating that can be, particularly during such a significant life event. While our records indicate that we have provided status updates when information was made available to us by the carrier, we also acknowledge that communication from ************ has not met either our standards or the customers expectations. We have since followed up with Blue Diamond to demand more consistent and transparent communication with Ms. ****** including the immediate assignment of a direct point of contact.

  
  Regarding the delivery timeline, while federal regulations governing interstate moves allow up to 30 business days for delivery depending on distance, availability, and route scheduling, we understand the importance of providing accurate delivery estimates. We have requested that ************ provide a definitive delivery window and communicate that clearly to Ms. ******************* for the payment concerns, our standard terms specify payment at pickup and final payment upon delivery. If Ms. ***** was asked for additional payment mid-transit, we agree that this is outside of the normal expectations and have instructed her to defer any such request until official confirmation is provided through us or with verified documentation from the carrier.

  
  We remain committed to supporting Ms. ***** and ensuring this move is completed as smoothly as possible. We will continue to escalate this matter with the carrier and will remain available to assist her until final delivery is completed.

   

  Sincerely,

  Customer Care Team

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23297850
  
  I am rejecting this response because:

  I appreciate the effort on Value Added Movings part to rectify the issue. I did get a call from someone today saying she will keep me updated. I will keep this open until I receive my items and everything is complete.

   

  Thank you for trying to make this right.

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

• Initial Complaint

  Date:07/17/2024

  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.

  Placed what I was told was a FULLY REFUNDABLE $648.00 deposit with Value Added Moving with my credit card. Cancelled the move in writing via email and a phone call in less than 24 hours per their policy and was arbitrarily denied my refund. I attempted to dispute the deposit amount through my credit card company and Value Added Moving simply ignored the dispute, never responded and Discover simply charged me back the full amount even though this is clearly a fraudulent charge for which we received no service. As of right now Value Added Moving has $648.00 for which they provided no service other than ignore our request for refund. I wouldn't trust Value Added Moving even with moving my trash cans if this is how they conduct business. The keep people's money and provide nothing in return.

  Business Response

  Date: 07/17/2024

  All disputes are open and responded to in accordance with our terms of service. 

  If discover side in Value Added's favor and the dispute was in fact over and the customer held responsible for said charges there is no fault by the merchant. 

  We apologize for any inconvenience this may have caused. If you would like to reopen the claim with our customer service please provide and relavant information to the customer service email at ************************************************************ 

  Thank you, 

   

  Support 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22002294
  
  I am rejecting this response because:
  Value Added Moving did not respond to my ******************* (Discover card). They simply blocked the funds from being returned to Discover and Discover had no option but to charge us back or be stuck with the bill. It's been reported as fraud by them as well and we have filed a complaint with The Florida Attorney General. We asked for the move to be cancelled within the 24 hour period a d Value Added Moving claimed that since it was already "scheduled" they wouldn't refund our deposit. So Value Added Moving simply wants to keep our almost $700 without providing any service at all. That is fraud. All we ask is for our deposit back as we do not trust a company that operates in this manner with any future move.
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2024

  Both ****************** and his ********************* are commercial pilots and tout their expertise and control over million dollar pieces of equipment along with many souls when operating aircraft. We believe that their employers seriously need to consider who they hire. The claim that Value Added Moving did not return or respond to their Credit Card dispute is false. 

  So that everyone is aware. When entering a CC dispute the processor takes the funds from the merchant. In this case Value Added Moving. The merchant must then issue a reply to receive a temporary credit. While the dispute is investigated and evidence is provided both parties are credited temporarily. Initially VAM was ruled in favor due to significant supporting evidence that the card holder / customer (*******) was not due a refund. The Garcini's then entered another dispute which they are entitled to. Again the processor ruled in favor of the merchant (VAM). This time with a third party arbitrator. 

  Although we empathize with the Garnici's our terms of service and cancelation policy is clearly provided prior to charging a customer and customers are required to mark and sign in acknowledgment of these policies. A CC chargeback is also a breach of policy and since the merchant has decided the ruling. We would be unable to refund. 

  At this point the good pilots have been we can assume charged the funds that were initially temporarily credited. 

  This is of no fault of the merchant Value Added Moving. The policy clearly states the terms the evidence is supportive and the credit card company agrees. 

   

  The good pilots have taken to multiple review sites to put themselves on blast for their inability to comprehend agreements executed by them when placing the reservation. It is truly a failure of our aeronautic safety system in ******* that two individuals can go around bragging how they are so much better than everyone and intelligent although can not simply read. We have began an investigation of our own to ensure these two do not harm others while flying. Hopefully the union and corporation that employs them can properly train and educate them better for the future. 

   

  Hopefully they can reflect on their behavior and possibly remove any negative posts as to not further incriminate themselves.

  Very sad. 

   

   

  Customer Answer

  Date: 08/11/2024

   
  Complaint:

  It will be up to "Value Added Moving" future customers to make up their own mind when a "managing partner" resorts to name calling and personal attacks while attempting to resolve a customer service dispute. This business can keep the funds as we will not waste anymore time arguing in circles and getting nowhere but receiving disrespectful remarks. We've learned our ****** and are moving on.

  Business Response

  Date: 08/12/2024

  Thank you for your resolution. 

   

  We will be looking forward to this complaint being marked as resolved. 

   

  Support

• Initial Complaint

  Date:12/18/2023

  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.

  Scheduled a move on October 22nd for November. Made it clear to the sales rep i wasnt sure when i would be moving and he said that's fine and to give at least a weeks notice. They scheduled it for the 31st of oct/1st of November. I didn't agree to that. I didnt even have a place to live yet.They lied about the amount of time the move would take. I tried to get my deposit back the very next day and he also lied and said they dont do refunds for any reason whatsoever. They called on the 31th of October and said theyd be there the next day. I said thats unacceptable because i haven't even scheduled a move yet.I scheduled for the 15th/16th of November and they called the 13th to try and get my stuff and i said i couldn't make that happen as my snake wasn't prepared and i needed it on. The scheduled days.They called back and said the 16th would work then text and moved it to the 17th. I was then informed it could take up to a month to get my snakes cage and dead husband's stuff. Numerous reps lied and gaslit me to steal my money.They are refusing to refund my money and saying it is my fault for changing the move last minute. They scammed me and stole my money and are refusing to refund it.

  Business Response

  Date: 01/22/2024

  This  is an abusive response. 

   

  We have worked with this customer  multiple times. 

   

  There are clear terms of service on how communicate. This customer has opted to not follow the procedure. We even offered to continue to provide services. 

   

  The customer adjusted her  dates outside of the agreed policy. We are only able to offer what is outlined in the agreement. 

   

  Support 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21023665
  
  I am rejecting this response because:
  

  They lied and told me a date was not scheduled. That I could call back when I knew I was for sure moving to actually schedule the move. I called back the day after I spoke with the sales person and tried to cancel and asked for my deposit back and he lied and said they do not give deposits back for any reason. There is nothing abusive about my response. Your company blatantly lied numerous times to steal my money. I canceled because I was lied to numerous times and yall couldn't keep the date agreed. The first move that was "rescheduled" your associate promised was never actually scheduled and he just had to put something down to hold the price.

  I jist want my money back because yall lied and caused unnecessary stress during an extremely stressful time. Your Representative even admitted to everyone gaslighting me and lying. This is an incredibly abusive and scammy way of doing business. 

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

  Business Response

  Date: 01/31/2024

  This customer booked a reservation with set dates, we see nothing on the file indicating otherwise. 

   

  The information has been signed and agree upon by customer on the date of placing the reservation. 

   

  ***  Also this customer placed a dispute on the charge. 

  The bank ultimately determined that she is wrong. This is a fraudulent complaint. 

  Customer Answer

  Date: 01/31/2024

  They lied about everything, as i stated. They scheduled a move on a day i didn't agree to and refused to provide the recorded phone calls. Your representative said he had to put in a date but i was able to call at any time when i knew the actual date. He lied. Everyone lied. Why my bank didn't provide the refund,  because yall conned me into signing paperwork under the impression (because your representative told me) i was able to call and schedule any time in November and nothing was set in stone. The way you treat customers, scam them out of money and lie about what happened should be illegal. I did nothing wrong accept trust a fraudulent company that will gaslight and lie to people to steal their money. One representative even admitted to it. It's disgusting the way this company treats people and steals

  Business Response

  Date: 02/26/2024

  It appears we have responded to all the required inquires. Value Added Moving has attempted to work with this customer numerous times to resolve the complaint. 

   

  We apologize that an agreement can not be met. 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21023665
  
  I am rejecting this response because:
  

  They have not tried to work with me. They lied numerous times and refused to give me my deposit back. They caused unnecessary issues and refused to provide recorded calls and blamed me for the issues when their associates lied over and over in order to get my money. I could not trust them to reschedule after they lied and gaslit me numerous times and had to pay for a uhaul and move it myself. The first move that was canceled was their fault because their representative scheduled a date he knew i wasn't available and lied and said i could call any time to actually schedule the move, when i had a for sure date. The second date they agreed upon they tried to change numerous times and ignored me until i asked for my money back. I want my money back. This is ridiculous. Should be illegal to do what they did to me. Lying to get people's money is disgusting and then gaslighting them to act like they messed up is even worse.

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

  Business Response

  Date: 02/27/2024

  Support

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21023665
  
  I am rejecting this response because:
  Not sure what the support message was about, still rejecting anything thay is not a refund as you associates lied to me to get my deposit and then gaslit me. One even admitted to it. I would like my money back, this is absurd and a disgusting way to treat people

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

  Customer Answer

  Date: 02/28/2024

  They made no good faith effort to resolve the matter thanks for helping them continue to scam people. What a waste of time. 

• Initial Complaint

  Date:11/04/2023

  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.

  Moving company did not start any work but told me that they were going to keep my deposit.

  Business Response

  Date: 11/16/2023

  This customer was picked up by **************** and is filing a false BBB complaint. 

   

  Please see the attached document below showing our assistance facilitating her relocation. No refund is  due.