Business Profile

Moving and Storage Companies

We Care For You

BBB Accredited Business A-Rated by BBB

Complaints

Customer Complaints Summary

62 total complaints in the last 3 years.
22 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.

Initial Complaint
Date:06/16/2025
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.
I was promised guaranteed pickup and delivery on 5/20 and 5/27 in writing. The pickup only happened after I called because they collected our deposit and never recorded my information. Delivery was delayed to 6/2 and only after calling every single day, without any unprompted communication despite being promised this in writing. I was told 4 company-employed movers would handle the job, but only 2 subcontractors came each timeone didnt even know who the move was through. Despite being told our items would go directly to ********* on a company truck, a rented U-Haul arrived at pick up and we were informed our items would be warehoused. We were also told theres no such thing as a guaranteed delivery date. The movers didnt have our updated inventory list despite my submission of this 1 month ahead of pick up. I was never given a revised estimate before my items were loaded on to the truck. After everything was loaded (after 11PM), I was presented a new estimate ~$2,000 more than agreed (original $2987.72, after loading the truck it was $4990.02) violating the contract which states no loading without signed approval. Both pickup and delivery occurred from 611PM, outside the promised 7AM9PM window, and both were 2+ hours late. Communication was nonexistent unless we initiated contact. We were told to pay 30/70/30 across deposit, pickup, and delivery, but then were forced to pay a 30% deposit and then 50% at each end, causing financial strain. We were also forced to pay via ***** or Apple Cash despite being told credit card was accepted via phone. **************** dismissed our concerns despite multiple people admitting ******* dropped the ball. Upon delivery, multiple boxes and furniture were missing or damaged, a dolly destroyed part of our wall, and the movers left trash in the hallway. No claim info or paperwork was ever provided despite numerous attempts to collect it and being promised they would be emailed.
Business Response
Date: 06/22/2025
COMPANY RESPONSE TO BBB CASE ID #: ******** - ****** *****

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Customer Answer
Date: 06/24/2025

Complaint: 23475089

I am rejecting this response because: More information was requested, that information is attached here. I would like to point out that both via phone and onsite I was told to sign the parts that noted I had received the mentioned paperwork in these documents but did not receive them until June 16, 2025, after calling / emailing We Care for You >10x and being passed around from person to person each time. It made this process convoluted, time-consuming and frustrating. I look forward to your response.

Sincerely,

****** *****
Business Response
Date: 07/01/2025
Dear Valued Customer,
Please be advised that upon a careful evaluation of your claim/complaint, the following decision has been rendered by your service provider (Your
Moving Company).
As per company terms and conditions of which you fully signed and agreed, it is the shippers (your) responsibility to inspect and indicate damages or
missing items on the inventory logs at time of delivery/pick up. Valuation of claim will be based on those indications, subject to the limitations of liability
as described on the Bill of Lading. Liability of the carrier will be in accordance with the liability option you have selected at the time of the
move.
Our record clearly shows that your shipment was released to the company at the industry standard valuation of $0.60 PER POUND PER ARTICLE.
As per agreement and declaration of value, any property to be moved, packed, shipped, forwarded, or otherwise handled shall be subject to the
industry standard liability of $0.60 PER POUND PER ARTICLE.
THEREFORE, UPON A CLOSE REVIEW OF YOUR BILL OF LADING (CONTRACT), ORDER OF SERVICE AS WELL AS PROOF OF LOSS AND
DAMAGE FORM, THE SETTLEMENT OF THIS CLAIM HAS BEEN FOUND TO BE IN THE AMOUNT OF $86.00.
Customer Answer
Date: 07/05/2025

Complaint: 23475089

I am rejecting this response because:
This response from the company completely misses the point and further illustrates the core issue behind my complaint: a total lack of accountability and transparency throughout the entire process. My complaint was not solely about missing or damaged itemsit was about how the company repeatedly misrepresented the terms of service, failed to communicate, and violated multiple elements of our signed agreement. Per my initial complaint, these include the following:
1) Guaranteed pickup and delivery dates were provided in writing and then ignored. Pickup only occurred after I called to ask why no one showed up, and delivery was delayed without a single proactive update from the company. I was the one making daily calls to figure out where my belongings were.

2) Staffing misrepresentation: I was told that four company-employed movers would handle the job. Instead, only two subcontractors arrived at both pickup and deliveryone of whom didnt even know which company he was working for. This bait-and-switch directly contradicts what was promised and what I agreed to.

3) Truck and delivery fraud: I was promised my items would be transported directly to ********* on a company truck. Instead, a rented U-Haul showed up, and I was informed my items would be warehoused with no timeline for final delivery. I was even told that "guaranteed delivery dates don't exist," despite being given them in writing.

4) Violation of contract terms: I submitted an updated inventory well in advance, which was ignored. I was never given a revised estimate prior to loading, and yet after everything was on the truckafter 11 PMI was handed a new quote nearly $2,000 higher than the agreed amount. This is a clear violation of the clause stating that loading cannot begin without signed approval of revised charges.

5) Unacceptable payment practices: I was told to expect a 30/70/30 payment split (deposit/pickup/delivery), but was forced to pay 50% at both ends, causing financial stress. I was also pressured to pay via ***** or Apple Cash, despite being told over the phone that credit cards would be accepted. These tactics are deeply concerning and unprofessional.

6) Unresponsive and dismissive customer service: Every issue raised during the process was met with delays, dismissal, or internal blame-shifting (e.g., ******* dropped the ball). There was no ownership of errors, and no attempt to resolve our concerns in a meaningful way and this response is further evidence of that fact.

7) Damage and loss: While their reply narrowly focuses on a settlement of $86, it completely ignores the fact that no proper claims process was provided. I was never given a claim form, no paperwork at delivery, and no follow-up despite repeated requests. Movers damaged the apartment wall, left trash, and several items remain missing.

This response is not a resolutionit is a deflection. It fails to address the broader issues of deceptive business practices, contract violations, poor communication, and unethical conduct. I am not simply seeking compensation for missing itemsI am seeking accountability for the mishandling of nearly every aspect of this move. Any signatures obtained were the result of duress in the middle of the night after they had loaded my items and then, and only then, did they tell me of the rate increase - I had no alternatives at that point. Given the egregious nature of these actions, all remedies available at law and equity remain reserved.

Sincerely,

****** *****
Business Response
Date: 07/15/2025
We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.
Initial Complaint
Date:05/29/2025
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.
At first company was great by accommodating a last minute change in my long distance move. However, the company sent one man to work loading a truck, while I felt bad, I hired a company for this. The amount changed by a lot, while I do understand it's hard to estimate space needed. What the worse is, upon delivery my gaming computer, two monitors, and a tool box is missing. Everyone within the company is pointing at someone else between switching drivers and trucks, storage, a truck break down etc. Bottom line these items are lost, or possibly stolen. This is also from what we noticed so far as we unpack. Found now laundry baskets missing as well but we're kind of warned these may become damaged...
Business Response
Date: 05/31/2025
COMPANY RESPONSE TO BBB CASE ID #: ******** - ****** **********

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Customer Answer
Date: 06/02/2025

Complaint: 23395324

I am rejecting this response because.
Was advised that the warehouse cameras where going to be checked as warehouse people and delivery driver each were passing blame. I know the original driver at pick up knew about items as we had a conversation about them. Have not heard of attempts further than this to locate items.
I guess this is ultimately on me, as did not think hiring a company to assist with a move should likely also included hiring a lawyer for legal assistance on our end to assist with paperwork and items went in as box count other than actual broken down inventory.
Attached only paperwork I had (to take pictures of) at time of pick up. Upon delivery was provided no paperwork.

Sincerely,

****** **********
Business Response
Date: 06/03/2025
Dear Valued Customer,

If you're having trouble scanning and attaching the necessary information to strengthen your case against the moving company, you can send us the claim package via email at *****************************************************.

Once we receive your completed CPP, a dedicated Claim Specialist will initiate the process of validating your claims or complaints and working towards a resolution. The Claim Specialist will thoroughly review all the submitted information and reach out to all relevant parties involved. If your submitted Claim Procedures Package does not meet the requirements or is missing any supportive documentation, we will promptly notify you via email, detailing the specific documents still needed.

Please note that until we have received all the necessary case information, your file will remain pending in our system and cannot be processed. Once all the requirements have been fulfilled, we will offer you a final opportunity to provide any additional information if desired or request the conclusion of our investigation. Subsequently, we will proceed with offering a settlement in accordance with the findings of our investigation.

Please note that we are unable to process or review any information submitted in the following formats: file downloads, zip files, email responses, flash drives, or faxes. We apologize for any inconvenience caused and wish you the best in your new location!

Should you have any questions please feel free to email us at any time and we will be happy to assist you.
Customer Answer
Date: 06/06/2025

Complaint: 23395324

I am rejecting this response because:

I provided the only paperwork I received from the moving company. Which I did not get a physical copy but was asked to take pictures of. This was at pick up. No paperwork was provided on delivery.

Sincerely,

****** **********
Business Response
Date: 06/11/2025
Dear Valued Customer,
We sincerely apologize for any inconvenience you've experienced during the claim process. We understand how important your time is and truly appreciate your patience.

YOUR ACCOUNT HAS BEEN PRIORITIZED - Weve marked your account for expedited handling to ensure a fast resolution with our claims specialist. We're making good progress and kindly ask for your continued patience and understanding.
Regarding the duration of the process, here are the estimated timelines:

1. For local moves: Since there are no specific time limitations mandated by different states, we have chosen to treat local/intrastate moves as interstate moves, which typically have a maximum claim adjustment period of 120 days. However, in the state of **********, local/intrastate moves are reviewed within 30 days as required by the ************************************** (***).

2. For interstate moves: Your carrier has 120 days to provide a settlement offer for your claim, starting from the date they receive your completed claim and all required documents in their office. If the claims cannot be settled or denied within this timeframe, the carrier must send an extension notice to you every consecutive 60 days. Moving Claims, as the designated third-party claims company, must adhere to the same requirements as your carrier. However, as part of our commitment to customer service, we strive to provide a swift resolution.

Once again, please accept our sincere apologies for any inconvenience caused. We wish you the best in your new location!

Should you have any questions please feel free to email us at any time and we will be happy to assist you.
Initial Complaint
Date:04/23/2025
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.
I hired We Care For You for an interstate move from ***************, ** to ********, **. On the phone, they claimed they were the actual carrier and assured me the move was based on weight, not volume. They also promised that all my items would be delivered for a fixed quote of $1,400.However, after pickup, I was told there would be a new price of $2,143.75 an unexpected $743.75 increase, including a $414 hike that I was forced to pay via Zelle to ****** ***** and an additional $675.25 in cash at delivery. The driver warned me that if I didnt pay in cash, he would leave with my belongings. I was not given any clear explanation or revised estimate beforehand. My roommate was rushed into signing revised contracts on my behalf under pressure no time was given to review the documents, and none of the discrepancies were ************ delivery was delayed by 10 days, despite repeated false reassurances that the shipment had already left *******. Upon arrival, a completely different trucking company showed up not We Care For You. Several items were missing or damaged, including a folding chair, my bed frame (missing parts), scratched mattress, destroyed suitcase, and tampered boxes. More concerning, a gold bracelet, necklace, and my projector were stolen, with evidence of a box being opened before delivery.Because of the delay, I had to purchase essential items (cookware, air mattress, bedding, etc.), and eat out daily incurring thousands in expenses. The total estimated losses and damages exceed $6,000.Throughout this process, I was misled, threatened, and treated unprofessionally. The company has not responded to my attempts to resolve the situation and has refused to acknowledge or address the damages or missing items. This experience has caused financial, physical, and emotional distress.
Business Response
Date: 04/24/2025
COMPANY RESPONSE TO BBB CASE ID #: ******** - ****** *******

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us, and we want to ensure that every customer knows their business is valued and deeply appreciated.

After a thorough review of your account and our records, we must respectfully deny your chargeback claim.

1.????Services Rendered as Agreed:
?????Our records confirm that We Care For You collected, transported, and delivered your belongings from ***************, **, to ********, **, per the service order.
?????All items were picked up on and delivered, consistent with our documentation.

2.????Rate Structure and Adjustments:
??????Your original quote of $1,400 was based on an estimated weight of 3,200?lbs, as communicated during booking.
??????Upon actual weighing at pickupan industry-standard procedurewe determined your shipment weighed 4,375?lbs, necessitating an adjustment to the final charge.
??????The additional $743.75 you paid ($414 via Zelle to ****** ***** and $329.75 in cash) reflects the difference between the estimated and actual weight-based rate plus standard fuel and accessorial charges. These terms are clearly outlined in Section?4 of our Terms and Conditions, which you acknowledged upon booking and your roommate signed prior to transportation.

3.????Alternate Carrier Engagement:
??????We engage a network of *****-licensed carrier partners to fulfill interstate moves. The truck and driver who arrived at delivery were a vetted carrier partner contracted to complete your move under our direction.
??????This practice is disclosed in our booking confirmation (see Carrier Assignment clause).

4.????Delivery Delays and Handling of Claims:
?????Your shipment experienced a 10-day transit extension due to scheduling constraints with our carrier partner. We communicated revised arrival windows although we regret any inconvenience caused by the delay.
?????Per our Claims Policy, all loss or damage claims must be submitted in writing within?9?months of delivery. To date, we have not received a properly documented claim form or inventory list outlining the missing or damaged items. Without this formal submission, we are unable to process compensation.

5.????Chargeback and Account Status:
???? You initiated a chargeback for the full amount. Because services were provided in full, and no valid damage claim has been filed, your chargeback has been denied by our merchant processor.
?????Your outstanding balance reflects the net amount due after your partial Zelle and cash payments, minus the refunded portion of your chargeback reversal. We kindly request that you tender the remaining balance immediately to avoid further collection actions.

We empathize with the stress moving can cause, and we strive to resolve any disputes amicably. If you believe there are additional facts or documentationsuch as a signed inventory list noting loss/damage, photos, or the completed claims formyou may submit them within?7?days to ********************************** We will review any credible evidence in accordance with our policies.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Customer Answer
Date: 04/24/2025

Complaint: 23241430

I am rejecting this response because:
This is my response to the companys message posted today, and I am submitting this on the same day to ensure the record reflects the full truth of what happened during my move with We Care For You.
I submitted my complete damage and loss claim to ***********************************************************, with photos, videos, and a cost breakdown totaling $6,000 (actual documented total: $5,760). I am currently awaiting their formal ***ly.
I strongly dispute multiple claims made in the companys BBB ***ly:
1. ? All items were picked up and delivered.
This is completely false. Several items discussed during booking including my computer desk, bedside table, and boxes were never picked up. Everything was packed and left ready for collection, but the *** failed to include them in the written contract. By the time pickup occurred, I was already in ***********, driving to ***** for work. I had no opportunity to revise what they conveniently left out of the contract.
2. ? Weight-based adjustment was required.
At no point was I shown a scale, weight documentation, or given any actual weight total. No one informed me of the final weight at pickup. This is the first time Im hearing about a supposed ***** lbs and its only being mentioned now in their BBB response. There is no verified documentation to justify the charge.
3. ? The additional $743.75 reflects a legitimate adjustment.
The total I ended up paying was $1,818.25, broken down as:
$400 via credit card (deposit)
$743.75 via Zelle to ****** *****
$675.25 in cash to **** at delivery
These demands were made after I had already given them the job, signed the initial agreement, and paid the deposit. By that time, I had left ******* and was in transit to *****. I ***eatedly requested to pay the balance via credit card the same method used for my deposit but was refused. Instead, I was forced to pay via Zelle and cash, while already halfway across the country, with my belongings in their possession. I was pressured and coerced into accepting payment methods I was never told would be mandatory, with the clear implication that failure to comply would result in my items being withheld.
4. ? Carrier substitution was disclosed.
I was never told that another company would be handling my move. The truck and driver who showed up had no branding, no paperwork, and no identification. Had I known my items would be handed off to a third party without notice, I never would have agreed.
5. ? No formal damage/loss claim has been filed.
I submitted a complete, time-stamped claim with:
A detailed PDF of damages and missing items
Photos and videos
A complete cost breakdown
These include a broken recliner, scratched mattress, missing jewelry and projector, and a shattered suitcase. The box with my jewelry arrived ********. I also had to spend hundreds of dollars on emergency ***lacements (cookware, clothing, bedding, food) due to their 10-day delivery delay.
6. ? No misconduct during delivery.
The driver, ****, attempted to scam me for an extra $300, falsely claiming the truck wouldnt fit into my building. My leasing office intervened, granted access immediately, and confirmed that 18-wheelers regularly use the lot. They have CCTV footage of the exchange. He also tried to charge $100 for stairs, despite it being included in my contract.
He then began bullying me, refused to confirm whether he would bring items up, and only relented when I began filming. I felt genuinely unsafe in my own home, and have video of him cussing and flipping me off after delivery.
My roommate, who was only there to unlock the door, was rushed into signing documents he did not understand and was not authorized to agree to contract changes.

I stand by my complaint and claim. This was a deeply stressful and exploitative experience that involved deception, price gouging, verbal abuse, and missing property. I am open to a fair resolution but ask the BBB to hold this company accountable.

Sincerely,

****** *******
Customer Answer
Date: 04/28/2025
I would also like to document the following additional concerns regarding this companys conduct:
The company listed *********************************************************** as the official email address for submitting loss or damage claims, both in my contract and in their response here on BBB. However, when I attempted to submit my full claim to this address, the email bounced back as undeliverable.
I visited their website and found that the Claims section links to a 404 **************** error, meaning no claims information is actually accessible to customers online.
When I called their office directly, I was informed that claims should be sent to a completely different email (****************************************************************), which is not listed in any of their formal documentation or BBB responses.
This pattern providing invalid contact details for claims submission, maintaining a broken website, and redirecting customers verbally creates major barriers for consumers trying to file disputes within the required timeframes.
It appears that these practices are intentional tactics to cause customers to miss claim deadlines, while the company falsely claims they "received no formal documentation." This is highly concerning and further strengthens my concerns about their overall business practices.
I respectfully request that the BBB take serious note of these additional facts, as they directly impact not only my ability to resolve my dispute, but the transparency and fairness expected in any consumer transaction.
Business Response
Date: 04/29/2025
Dear Valued Customer,

If you come across any damaged or missing items or suspect that you have been overcharged or billed for services you didn't receive before, during, or after the completion of the services, we kindly request that you give your service provider the opportunity to thoroughly investigate and address your concerns. All customers are aware that the service provider should be granted the primary chance to provide a written resolution to any problems that arise.

TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
LOG ON TO *********************************;

WHEN ENTERING THE SITE, CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT

PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
YOUR MOVING COMPANY LEGAL NAME.

YOUR FULL NAME AS IT APPEARS ON THE BILL OF LADING (CONTRACT).

YOUR FULL CURRENT ADDRESS.

A VALID PHONE NUMBER.

A VALID EMAIL ADDRESS.
Once we receive your information online, we will promptly send you a Claim Acknowledgment Confirmation Notice via email. This notice will serve to confirm that we have received and recorded your claim or complaint in our electronic system. Kindly remember to check your junk or spam folders for our email confirmation.

HOW CAN I CHECK THE PROGRESS / STATUS OF MY CLAIM? To inquire about the status of your case, kindly contact us via email at ****************************************. All communication regarding your claim will be conducted through email or mail. In certain circumstances, we may reach out to you by phone (if necessary) to gather additional information or seek clarifications regarding your claim.
Please take note that we highly recommend adding our email address, ****************************************, to your contact list. This will ensure that our emails are delivered directly to your inbox and not directed to your spam folder, guaranteeing prompt and efficient communication.

HOW LONG DOES THE PROCESS TAKE?

FOR LOCAL MOVES: Since there are no specific time limitations regulated by the different states, we have decided to treat local / Intrastate moves as Interstate moves (120 days) so that claims are adjusted in a timely manner. Local / Intrastate moves in the state of ********** are reviewed within 30 days as required by the California PUC.

FOR INTERSTATE MOVES: Your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents is received in their office. If claims cant be settled or denied within that time, an extension notice must be sent to the customer within every consecutive 60 days period. **************** as the assigned third-party claims company must follow the same requirements as your carriers. However, as part of our customer service, we strive to offer a speedy resolution.

DO I NEED TO PAY FOR THIS SERVICE?

Absolutely NOT! This service is entirely free for customers of our participating carriers. We offer assistance with various claim types, including loss, damage, delay, overcharge, and complaints. It is important that when you file your claim, you include all your concerns within the claim submission. We will thoroughly investigate and address each concern expressed in your claim. Please note that any items or concerns not included in your initial claim will not be addressed, responded to, or added at a later stage. It is crucial to provide a comprehensive account of all your concerns within the initial claim submission.

KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!
Customer Answer
Date: 05/09/2025

Complaint: 23241430

I am rejecting this response because:

To Whom It May Concern,
Your response is misleading and internally inconsistent, and I request that you take the time to resolve this properly and respond with due diligence.
One of your representatives explicitly told me via email that I am not allowed to file a damage claim because I had initiated a chargeback and that doing so voided my insurance eligibility. That is factually and legally incorrect.
Under FMCSA regulation 49 CFR 375.211 and 375.401, moving customers are entitled to pursue damage and loss claims regardless of whether a chargeback was filed particularly when the chargeback was the result of coercive upcharges, denied payment methods, and refusal to honor the original contract.
Your internal staff cannot simultaneously tell me:
I must use **************** to file a formal claim,
While another colleague tells me my contract is void and I cannot file due to the chargeback.
I have already attempted to initiate the claim process through the email address you provided, and I am attaching a screenshot of the response I received, which reflects this misinformation. The website and email directions were also broken at one point, and I was redirected to incorrect contact points multiple times which delayed the entire process and prevented me from exercising my rights as a consumer.
Let me be clear:
I am requesting that my claim be processed properly, without obstruction or retaliation.
I expect acknowledgment of my submitted documents, damage reports, photos, and the full claim file.
Your staff needs to be internally aligned and stop offering conflicting, misleading information.
I reserve the right to pursue this further through state and federal regulators, including the FMCSA, Florida Attorney General, and small claims court, if this isnt resolved promptly.
Please confirm that my claim will be accepted and reviewed as required under federal law.

Sincerely,
****** *******
Customer Answer
Date: 05/09/2025
Subject: Reopen Complaint ID #******** Business Misconduct Not Addressed
Dear *****,
Thank you for the update. I would like to formally request that my complaint (#********) be reopened. I submitted my response to the business earlier today, and I am not satisfied with their position.
The business has provided misleading information, failed to resolve the issues, and I still have damages, missing items, and financial loss totaling over $6,000.
Please confirm receipt of this message and let me know when I can resubmit my response through the system.
Sincerely,
****** *******
Initial Complaint
Date:03/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a move scheduled with the company We care for you moving and storage. I had to cancel the move and they agreed to a full refund (which I have the email from them stating this). I have not received the 2,000$ refund and has been 2 weeks now. No one will take my calls and no one can talk to the accounting department.
Business Response
Date: 03/13/2025
COMPANY RESPONSE TO BBB CASE ID #: ******** - ***** ******

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Customer Answer
Date: 03/25/2025
They refuse to take any calls or respond to any emails. They have not refunded me the $2,000 they owe and have confirmed they would refund me in over a month and a half.
Customer Answer
Date: 04/16/2025
There is no move receipt because the move was canceled and We Care For You stated that they will issue a refund to me back in February which is now 2 1/2 months ago. Attached on the original complaint is the image of the email stating the refund which is still not paid. Also no one responding to my calls or emails. If refund is not received in the next week unfortunately lawyers will be asked to take action.
Business Response
Date: 05/08/2025
Dear Valued Customer,

If you come across any damaged or missing items or suspect that you have been overcharged or billed for services you didn't receive before, during, or after the completion of the services, we kindly request that you give your service provider the opportunity to thoroughly investigate and address your concerns. All customers are aware that the service provider should be granted the primary chance to provide a written resolution to any problems that arise.

TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
LOG ON TO *********************************;

WHEN ENTERING THE SITE, CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT

PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
YOUR MOVING COMPANY LEGAL NAME.

YOUR FULL NAME AS IT APPEARS ON THE BILL OF LADING (CONTRACT).

YOUR FULL CURRENT ADDRESS.

A VALID PHONE NUMBER.

A VALID EMAIL ADDRESS.
Once we receive your information online, we will promptly send you a Claim Acknowledgment Confirmation Notice via email. This notice will serve to confirm that we have received and recorded your claim or complaint in our electronic system. Kindly remember to check your junk or spam folders for our email confirmation.
Customer Answer
Date: 05/16/2025

Complaint: 23004309

I am rejecting this response because:
this does not resolve the issue. the company is stealing my money and has not paid my refund that was due to me over 3 months ago.

Sincerely,

***** ******
Business Response
Date: 05/19/2025
TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
LOG ON TO *********************************;

WHEN ENTERING THE SITE, CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT

PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
YOUR MOVING COMPANY LEGAL NAME.
Initial Complaint
Date:03/03/2025
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.
My partner originally took this on, but with escalating symptoms of ******************, I have stepped in. We were significantly overcharged for moving expenses. Initially quoted and price consistently assured by a broker, *************** (we have filed a separate complaint), but when the mover, We Care For You, arrived, there was a conflict between what Elite quoted and what We Care For You was willing to provide. ******* staff was brutally unsympathetic and threatened significant escalation of the price. Elite was unhelpful even though they assured us multiple times before moving day that all was accurate with our pricing and load size. As a result, we left many of our belongings behind (which they forced my partner with ** to return to the storage unit while they watched); ******* forced additional packing supplies on us and repacked our belongings in a way that was an inefficient use of space and also caused a great deal of damage to our belongings. Our contact at Elite assured us some monetary compensation, and that they would coordinate this with *******, and then suddenly ended contact. I have emailed both companies twice and neither have responded, so I am escalating the situation here. The attached moving estimate shows a list of 8 items. As per conversations with ******* at Elite, these were items to be added to the initial list and set of pictures sent to Elite that showed our items in two storage units. These 8 items were in use at our temporary residence before making the move from ******* to ********. Original, assured quote from Elite was $7,583.38. We paid a deposit of $1,987 bringing the expected remaining balance down to $5,596.38. Half of this was to be paid at load-in in *******, and the other half at load-out in ********. Instead, we had to come up with over $2,000 additional in order to get our belongings out of "hostage" status with *******. NOTE: The texts attached to this complaint should have been added to the complaint for ***************.
Business Response
Date: 03/20/2025
COMPANY RESPONSE TO BBB CASE ID #: ******** - ********* ********

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Customer Answer
Date: 04/04/2025
The files being submitted are in response to the request in this portal from We Care for You agent, ***** ******. There is a limit on the number of files as well as the file size, and I do have additional files to share if Mr. ****** or the BBB can provide a method that will allow for more/larger files. The files I have uploaded are all images of the carbon copies we received (except for my receipt from **** money orders to pay the balance upon delivery in ********.) We Care for You should have all ORIGINAL/TOP copies of these documents in their office. Since our belongings were delivered without delay, and not held hostage in storage for non-payment (which is what ****** was sure to threaten us with), you know we paid our bill in full. For the sake of the BBB, we are unable at this time to select whether we accept or reject the business' response since we are now waiting for a response from Mr. ****** regarding our additional documentation uploaded with this message.
Customer Answer
Date: 04/04/2025
The additional files that would not attach to my last response
Customer Answer
Date: 04/04/2025
The additional files that would not attach to my last response
Customer Answer
Date: 04/04/2025
The additional files that would not attach to my last response
Customer Answer
Date: 04/04/2025
Sorry, the form appears to be lagging so some files have been uploaded multiple times. It looks like this one was still needed. Thank you.
Customer Answer
Date: 04/04/2025

Complaint: 23012354

I am rejecting this response because: I was told I have 5 days to respond, and the choices look like either accept or reject. While I have responded to the business' request to upload additional information, I am also rejecting the business response at this point since the BBB message appears to offer me only two options, and I don't want to risk the 5-day expiration without responding with one of those options. I am still open to hearing the response from the business after they have reviewed the files I've submitted that they requested.

Sincerely,

********* ********
Business Response
Date: 04/09/2025
Dear Valued Customer,

If you come across any damaged or missing items or suspect that you have been overcharged or billed for services you didn't receive before, during, or after the completion of the services, we kindly request that you give your service provider the opportunity to thoroughly investigate and address your concerns. All customers are aware that the service provider should be granted the primary chance to provide a written resolution to any problems that arise.

TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
LOG ON TO *********************************;

WHEN ENTERING THE SITE, CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT

PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
YOUR MOVING COMPANY LEGAL NAME.

YOUR FULL NAME AS IT APPEARS ON THE BILL OF LADING (CONTRACT).

YOUR FULL CURRENT ADDRESS.

A VALID PHONE NUMBER.

A VALID EMAIL ADDRESS.
Once we receive your information online, we will promptly send you a Claim Acknowledgment Confirmation Notice via email. This notice will serve to confirm that we have received and recorded your claim or complaint in our electronic system. Kindly remember to check your junk or spam folders for our email confirmation.

HOW CAN I CHECK THE PROGRESS / STATUS OF MY CLAIM? To inquire about the status of your case, kindly contact us via email at ****************************************. All communication regarding your claim will be conducted through email or mail. In certain circumstances, we may reach out to you by phone (if necessary) to gather additional information or seek clarifications regarding your claim.
Please take note that we highly recommend adding our email address, ****************************************, to your contact list. This will ensure that our emails are delivered directly to your inbox and not directed to your spam folder, guaranteeing prompt and efficient communication.

HOW LONG DOES THE PROCESS TAKE?

FOR LOCAL MOVES: Since there are no specific time limitations regulated by the different states, we have decided to treat local / Intrastate moves as Interstate moves (120 days) so that claims are adjusted in a timely manner. Local / Intrastate moves in the state of ********** are reviewed within 30 days as required by the California PUC.

FOR INTERSTATE MOVES: Your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents is received in their office. If claims cant be settled or denied within that time, an extension notice must be sent to the customer within every consecutive 60 days period. **************** as the assigned third-party claims company must follow the same requirements as your carriers. However, as part of our customer service, we strive to offer a speedy resolution.

DO I NEED TO PAY FOR THIS SERVICE?

Absolutely NOT! This service is entirely free for customers of our participating carriers. We offer assistance with various claim types, including loss, damage, delay, overcharge, and complaints. It is important that when you file your claim, you include all your concerns within the claim submission. We will thoroughly investigate and address each concern expressed in your claim. Please note that any items or concerns not included in your initial claim will not be addressed, responded to, or added at a later stage. It is crucial to provide a comprehensive account of all your concerns within the initial claim submission.

KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!

Should you have any questions please feel free to email us at any time and we will be happy to assist you.

Customer Answer
Date: 04/17/2025

Complaint: 23012354

I am rejecting this response because: The BBB portal requires that I respond withing 10 calendar days, but the matter is not yet resolved. I would like the case to remain open with the BBB until the final outcome, at which time I can provide a final acceptance/rejection of the reponse from the buisness. I have uploaded the claim information into the portal provided by We Care For You and await next steps from that portal.

Sincerely,

********* ********
Initial Complaint
Date:02/10/2025
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.
********* moved my items from ******* ******* 12/30/2024 to ******** ****** delivery was made 1/15/2025. Upon delivery the driver lost 2 items a suitcase and a large poster box containing materiyfeom deceased parent and grandparents. I have been in contact with the company and they have said they have the deliveries prior to mine and after mine. They claim they have called those individuals and havent called back. Through the company I have filed a claim but no amount of money can replace those items that where lost on their end. When my items were delivered, the driver ****** *************) did not give me a reciept and refused to bring up my items until payment, and he made sure it was cash only and is response "my English is not bad" when he brought in my items, he forgot my red suitcase and my poster box. As I ran outside, I was calling him and he declined my calls saying "I will call you tomorrow" but you just pulled off with my items possibly in the truck, doesn't make sense. SO, I reached out to him the next day and he said call move care, but he was my delivery man?? Oh okay. SO, I called him and texted from my two phones, and he blocked both numbers and said stop calling him. These are items from my deceased father and grandparents as well as items given to me from my sorority. These are very sentimental items, and I want them back.
Business Response
Date: 02/11/2025
COMPANY RESPONSE TO BBB CASE ID #: ******** - Miracle *****

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Customer Answer
Date: 02/11/2025

Complaint: 22921846

I am rejecting this response because:

I have submitted all necessary documents including the bill of loading with puts all my items listed. The delivery man did not even have his sheet with all my items listed, and refused to even let me near the truck before giving payment and insisted to bring my items to the door. I do not want an apology, I want my items returned to me, it's been well over a month and there has not been any change. I call your office and I get "were on it". You guys have the list of deliveries and have only contacted the people one time, but if these were your items you would be on the issue very badly because you want them back - same for me, I just want my items returned to me.

Sincerely,

Miracle *****
Business Response
Date: 02/17/2025
Dear Valued Customer,

We are excited to inform you that we are nearing the final stage of your claim process. Before we proceed further, it is important to ensure that we have given you every opportunity to submit all your damages and concerns regarding your service provider (Your Moving Company).

If you are satisfied with the information you have already provided and have no further damages or concerns to report against your moving company, you can simply express your satisfaction in writing through our online form. By following this LINK, you can declare that you are pleased with all the information submitted thus far and do not wish to add any additional damages or concerns against your moving company.

However, if you do have additional damages or concerns that you would like to include in your existing case, please refer to the guidelines outlined in the Online Claim Procedures Package we provided. It is of utmost importance to us that we conduct a fair and thorough investigation in order to reach a just and accurate resolution for all our customers.

Click on the following link to continue forward with your case: *******************************************************
Once all your case information has been processed and validated, your movers will assess the settlement amount you are entitled to based on the coverage you have selected. Subsequently, a "SETTLEMENT OF CLAIM & GLOBAL RELEASE OF LIABILITY LETTER" will be sent to you via email. This letter will outline the settlement amount and the conditions associated with accepting the settlement.

KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!

Should you have any questions please feel free to email us at any time and we will be happy to assist you.

HelpDesk | Moving Claims
Customer Answer
Date: 02/17/2025

Complaint: 22921846

I am rejecting this response because:
There has been no complete effort on finding my missing items. Again I have supplied the right paperwork and have spoke with your companies employee ******* many of times to locate. Those items are symbolic and family items passed from deceaded parent and grandparents that I want back. The process was unacceptable and its truly a shame that a company I trusted and paid thousands in dollars to move my stuff moved so careless and not coming to a coming ground of locating my missing items.
Sincerely,

Miracle *****
Initial Complaint
Date:12/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contracted with ***** ******** on 9/28/24 to move items from PCB, **, to **. I added items from my original list which increased my cost but at the time everything was on the truck, the cost increased another $1600. Items moved were 6 dining chairs, dining table, recliner, sectional, console table, two end tables, dresser, chest of drawers, nightstand, mattress, sleigh bed, 2 lamps, 3 barstools, and desk. Movers loaded furniture on 10/25/24. First possible delivery date was 10/30/24. I called ******* at We Care For You on 11/2/24 and was surprised to learn that instead of heading towards **, they took the furniture to *************** even though when I asked the loaders if they were going to start driving right away or waiting until tomorrow, they said they would start driving. I had no idea it was the wrong direction. The furniture was finally delivered on 11/18/24. The driver (******* said it was ***** but it was actually ****** who delivered and he lived in ******) called me on Sunday, 11/17/24, and wanted to deliver it then. I had ****** call my son and delivery was scheduled for that afternoon. Prior to coming, ****** called my son and said he had a flat tire. ****** said he would show up at 7:30 AM to deliver the furniture because my son had a vet appointment at 9. ****** inconveniently showed up at 8:40 AM. When I arrived one week later the furniture had an incredible amount of damage and the $40 mattress bag that I had provided to the loaders had been taken even though my son told ****** it belonged to us. I called ******* and she had someone supposedly call the driver but who even knows if that happened. ******* sent me a claim to file the damage with HelpDesk/Moving Claims. I got an email saying they were offering $75 total even though they took my $40 Amazon moving bag. Im totally disgusted. I have pictures and video of the damage. I seek a fair settlement.
Business Response
Date: 01/02/2025
COMPANY RESPONSE TO BBB CASE ID #: ******** - *** ********

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Customer Answer
Date: 01/02/2025
*******, from We Care For You, and I talked in numerous occasions. She called my son, ****, to tell him that the furniture was on the way. She is the person I called when ****** took my moving bag and she was talking to someone asking them to call ****** while I was still on the phone. ******* is the person who emailed me the form to submit with my damage claims on it. I filled out ALL OF THAT. I think what I was entitled to was around $350 which is ridiculously low considering the cost of my all wood furniture. It is not particleboard. A person can see the chunks of wood mission. Its downright frustrating that Im being asked by We Care For You to submit everything Ive already submitted. I paid both check and credit card totaling $4800 and my son paid the last $800 of it in cash to ****** even though ******* said ***** was driving the furniture and when I asked her if they were the same people, she said they were not. My furniture had to have been loaded and unloaded at least three times and again, they took my $40 mattress bag even though ****** was informed it belonged to us and showed up at a time when my son had a vet appointment with his puppy which ****** knew about.
Customer Answer
Date: 01/02/2025
I just sent a message but I will be out of town and unreachable January 4-11, 2025.
Customer Answer
Date: 01/02/2025

Complaint: 22752708

I am rejecting this response because:*******, from We Care For You, and I talked in numerous occasions. She called my son, ****, to tell him that the furniture was on the way. She is the person I called when ****** took my moving bag and she was talking to someone asking them to call ****** while I was still on the phone. ******* is the person who emailed me the form to submit with my damage claims on it. I filled out ALL OF THAT. I think what I was entitled to was around $350 which is ridiculously low considering the cost of my all wood furniture. It is not particleboard. A person can see the chunks of wood mission. Its downright frustrating that Im being asked by We Care For You to submit everything Ive already submitted. I paid both check and credit card totaling $4800 and my son paid the last $800 of it in cash to ****** even though ******* said ***** was driving the furniture and when I asked her if they were the same people, she said they were not. My furniture had to have been loaded and unloaded at least three times and again, they took my $40 mattress bag even though ****** was informed it belonged to us and showed up at a time when my son had a vet appointment with his puppy which ****** knew about.

Sincerely,

*** ********
Business Response
Date: 01/02/2025
Dear Valued Customer,

If you come across any damaged or missing items or suspect that you have been overcharged or billed for services you didn't receive before, during, or after the completion of the services, we kindly request that you give your service provider the opportunity to thoroughly investigate and address your concerns. All customers are aware that the service provider should be granted the primary chance to provide a written resolution to any problems that arise.

TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
LOG ON TO *********************************;

WHEN ENTERING THE SITE, CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT

PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
YOUR MOVING COMPANY LEGAL NAME.

YOUR FULL NAME AS IT APPEARS ON THE BILL OF LADING (CONTRACT).

YOUR FULL CURRENT ADDRESS.

A VALID PHONE NUMBER.

A VALID EMAIL ADDRESS.
Once we receive your information online, we will promptly send you a Claim Acknowledgment Confirmation Notice via email. This notice will serve to confirm that we have received and recorded your claim or complaint in our electronic system. Kindly remember to check your junk or spam folders for our email confirmation.

HOW CAN I CHECK THE PROGRESS / STATUS OF MY CLAIM? To inquire about the status of your case, kindly contact us via email at ****************************************. All communication regarding your claim will be conducted through email or mail. In certain circumstances, we may reach out to you by phone (if necessary) to gather additional information or seek clarifications regarding your claim.
Please take note that we highly recommend adding our email address, ****************************************, to your contact list. This will ensure that our emails are delivered directly to your inbox and not directed to your spam folder, guaranteeing prompt and efficient communication.

HOW LONG DOES THE PROCESS TAKE?

FOR LOCAL MOVES: Since there are no specific time limitations regulated by the different states, we have decided to treat local / Intrastate moves as Interstate moves (120 days) so that claims are adjusted in a timely manner. Local / Intrastate moves in the state of ********** are reviewed within 30 days as required by the California PUC.

FOR INTERSTATE MOVES: Your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents is received in their office. If claims cant be settled or denied within that time, an extension notice must be sent to the customer within every consecutive 60 days period. **************** as the assigned third-party claims company must follow the same requirements as your carriers. However, as part of our customer service, we strive to offer a speedy resolution.

DO I NEED TO PAY FOR THIS SERVICE?

Absolutely NOT! This service is entirely free for customers of our participating carriers. We offer assistance with various claim types, including loss, damage, delay, overcharge, and complaints. It is important that when you file your claim, you include all your concerns within the claim submission. We will thoroughly investigate and address each concern expressed in your claim. Please note that any items or concerns not included in your initial claim will not be addressed, responded to, or added at a later stage. It is crucial to provide a comprehensive account of all your concerns within the initial claim submission.

KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!

Should you have any questions please feel free to email us at any time and we will be happy to assist you.
Customer Answer
Date: 01/03/2025

Complaint: 22752708

I am rejecting this response because: I have already filed ALL of that information with HelpDesk/Moving Claims. ******* sent it to me and I submitted everything including pictures. Please retrieve that information from them.

Sincerely,

*** ********
Business Response
Date: 01/04/2025
Dear Valued Customer,

The compensation for your claim is determined by the level of valuation coverage you selected on the Bill of Lading (contract) and the documented notations for damaged and/or missing items on the Descriptive Inventory.

As an interstate mover, your movers are obligated to follow relevant federal laws administered by the US Department of Transportation, specifically regarding limitation of liability (49 C.F.R. 375.203(b)). Upon reviewing the documentation, it is evident that a limitation of liability of $0.60 per pound per article was agreed upon. Under this provision, the maximum liability is restricted to $0.60 per pound per article for all items reported as damaged or missing at the time of delivery.

Please note that this claim is not an insurance claim but a Valuation claim, based on the terms of the contract you agreed to by signing. The compensation is determined by weight at a rate of $0.60 per pound for each item being claimed. As a third-party administration firm, we are obligated to comply with and adhere to the terms of the contract, including any exclusions specified therein.

In case you find the settlement offer from your carrier unsatisfactory, you are required to submit an ONLINE DISPUTE LETTER REQUEST through which you can present additional supporting documents to request a re-evaluation of your case, aiming for a more favorable resolution.

Your claim has already undergone one review, resulting in the issuance of a settlement letter based on the information you provided. We urge you to carefully read the settlement letter, as it will provide insight into the factors considered in the determination and identify any missing information. Moving Claims, senior controllers, are responsible for reviewing all disputes, and please note that a third review of a claim is not permitted.

KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!

Customer Answer
Date: 01/07/2025

Complaint: 22752708

I am rejecting this response because as I went through the process and submitted my claim based on the agreed upon terms it gave a reimbursement of approximately $350. By the way, you did TAKE my $40 mattress bag that you were not entitled to keep. I provided it to move MY mattress and the loaders were aware and the delivery person was made aware that it was MINE. Yet, the delivery person kept it. If I had used a bag from you the charge I think I saw was $45. So dishonest. I get it. You want to wear the customer who paid thousands down. Pay me my approximate $350 that I am owed and submitted via the HelpDesk/Moving Claims document.

Sincerely,

*** ********
Business Response
Date: 01/07/2025
Dear Valued Customer,
Please be advised that upon a careful evaluation of your claim/complaint, the following decision has been rendered by your service provider (Your
Moving Company).
Upon close review of your submitted complaint, and in order to maintain our high level of customer satisfaction, your moving company is
willing to compensate you a total of $75.00 in good faith for any inconvenience that may have occurred in the process of your move.
CUSTOMER SATISFACTION IS CRITICALLY IMPORTANT TO US AND WE WANT TO ENSURE THAT EVERY

CUSTOMER KNOWS THEIR BUSINESS IS VALUED AND TRULY APPRECIATED.
Customer Answer
Date: 01/08/2025

Complaint: 22752708

I am rejecting this response because: You stole my $40 mattress bag so in essence you are offering $35 for damages. That is an insult. Pay what the amount was on the document I submitted.

Sincerely,

*** ********
Initial Complaint
Date:11/22/2024
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.
-signed **ntract 9/25/24 with down payment of $1333.10.-**mpany loaded my household on 10/26/24 in ******, ** -called ** on 1/1/24 to let them know I was available to receive delivery of my household items -I have called everyday almost in the last 3 weeks with no one willing to speak to me about a delivery date
Business Response
Date: 11/25/2024
COMPANY RESPONSE TO BBB CASE ID #: ******** - ****** ******

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Customer Answer
Date: 11/29/2024
This is the service contract and bill of laden. I cannot get my scanner to work. ***** ****** has access to this information as I am unable to scan in my inventory list. He will also see that I have paid this company $4000 and they still expect $2600 before they will take off the truck. THEY HAVE HAD MY ITEMS 35 DAYS, I HAVE BEEN ABLE TO RECIEVE FOR 29 DAYS. I still have NO DELIVERY DATE. This is unacceptable business. I will be sending the down payment when i am able to figure out how to get access and download then send. not a tech savvy gal!
Customer Answer
Date: 11/29/2024
down payment, looking for check copy. will take a day or two
Customer Answer
Date: 12/11/2024

Complaint: 22592562

I am rejecting this response because: They have not delivered all my items. SEVEN boxes were not delivered. The damage to the items that were delivered is extensive. Boxes were crushed. This company held my household items 45 DAYS. I paid them over $6500. I want my money back! They need to man up, they did not do what they said, how they said they would do it. And to top it off, when the driver leaves, HE PULLS THE ELECTRIC BOX OFF MY NIEGHBORS HOUSE. THAT WAS ANOTHER MESS ENTIRELY THAT "WE CARE FOR YOU MOVING" has done for me. The ADDITIONAL expenses have been adding up for 45 days, has added up. There is also the health, I have severe RA and have severe food allergies. I have struggled because I need my kitchen to prepare my food. This company wants me to send them documents they have. Mr ***** ****** can use the job number I sent and look everything up. He needs to get off his **** and do his JOB.

Sincerely,

****** ******
Business Response
Date: 12/12/2024
Dear Valued Customer,

If you come across any damaged or missing items or suspect that you have been overcharged or billed for services you didn't receive before, during, or after the completion of the services, we kindly request that you give your service provider the opportunity to thoroughly investigate and address your concerns. All customers are aware that the service provider should be granted the primary chance to provide a written resolution to any problems that arise.

TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
LOG ON TO *********************************;

WHEN ENTERING THE SITE, CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT

PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
YOUR MOVING COMPANY LEGAL NAME.

YOUR FULL NAME AS IT APPEARS ON THE BILL OF LADING (CONTRACT).

YOUR FULL CURRENT ADDRESS.

A VALID PHONE NUMBER.

A VALID EMAIL ADDRESS.
Once we receive your information online, we will promptly send you a Claim Acknowledgment Confirmation Notice via email. This notice will serve to confirm that we have received and recorded your claim or complaint in our electronic system. Kindly remember to check your junk or spam folders for our email confirmation.

HOW CAN I CHECK THE PROGRESS / STATUS OF MY CLAIM? To inquire about the status of your case, kindly contact us via email at ****************************************. All communication regarding your claim will be conducted through email or mail. In certain circumstances, we may reach out to you by phone (if necessary) to gather additional information or seek clarifications regarding your claim.
Please take note that we highly recommend adding our email address, ****************************************, to your contact list. This will ensure that our emails are delivered directly to your inbox and not directed to your spam folder, guaranteeing prompt and efficient communication.

HOW LONG DOES THE PROCESS TAKE?

FOR LOCAL MOVES: Since there are no specific time limitations regulated by the different states, we have decided to treat local / Intrastate moves as Interstate moves (120 days) so that claims are adjusted in a timely manner. Local / Intrastate moves in the state of ********** are reviewed within 30 days as required by the California PUC.

FOR INTERSTATE MOVES: Your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents is received in their office. If claims cant be settled or denied within that time, an extension notice must be sent to the customer within every consecutive 60 days period. **************** as the assigned third-party claims company must follow the same requirements as your carriers. However, as part of our customer service, we strive to offer a speedy resolution.

DO I NEED TO PAY FOR THIS SERVICE?

Absolutely NOT! This service is entirely free for customers of our participating carriers. We offer assistance with various claim types, including loss, damage, delay, overcharge, and complaints. It is important that when you file your claim, you include all your concerns within the claim submission. We will thoroughly investigate and address each concern expressed in your claim. Please note that any items or concerns not included in your initial claim will not be addressed, responded to, or added at a later stage. It is crucial to provide a comprehensive account of all your concerns within the initial claim submission.

KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!

Should you have any questions please feel free to email us at any time and we will be happy to assist you.
Customer Answer
Date: 12/16/2024

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. As so far as what the BBB can do. As far as a rating from the BBB, I will never use, nor will I recommend this company. They were totally irresponsible with what they were paid to do, on every level.

Sincerely,

****** ******
Initial Complaint
Date:09/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed a contract with them to move me, however, currently speaking with someone in the office I gave them all the information they wanted plus more I was rushed to make a down payment given that I have a timeframe to move, which is the following day next came, they came to my property then After looking around, they decided they wanted almost $1000 more to help me move. However we couldnt reach an agreement. The owner of the company said he no longer wanted to work with me and he will refund me back the deposit. I said OK I have yet to receive back the deposit , and they have not rendered any service to me before they decided they didnt want to work with me anymore. I told him OK to take whatever it is thats in the contract and Ill figure out whatever else is left to get to my destination again the owner stated he no longer wanted to work with me because he had no intentions of giving me back my deposit which is $575 so that is my reason for reporting them to me that .
Business Response
Date: 09/10/2024
COMPANY RESPONSE TO BBB CASE ID #: ******** - DOVONISH *******

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very Truly,

***** ******
***** ******
Customer Service Dep.
Initial Complaint
Date:08/29/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Incident Description My name is ************ located **************** ***** and I want to file a complaint against WE CARE FOR YOU AKA: Harrco Van lines incorporated located at ************************************************************************************************************** ******* MC ******. Phone number ************. I contracted with this company to move my daughter from ******* to *********** CA. The total estimate was $1831.25. At the time of contract the company wanted 1/3 up front,1/3 at pick up and the balance due on delivery of furniture to LA. I zelle them $550.00 on 07/18/2024 on 07/23/2024 I zelle them $640.63 on the day of pick up. On August 15th, 2024, the day of delivery I got a call from Harrco Van lines the morning of August 14th, 2024, and said that I had to pay an additional $350.00 because they could not get their truck in where my daughters apartment was located. So, on the morning of 08/15/2024 I zelle them $990.62. Later that day on 08/15/2024 in the afternoon my daughter calls me very upset and said the truck was outside her apartment but would not deliver the furniture till I paid another $990.62 to a company called CARDINAL Relocation. I explained that I already paid HARRCO Van Lines. The movers with ******** said they did not care, and they wanted the $990.62 or they would NOT give my daughter her furniture. So, I had nothing else to do but pay another $990.62. I called and emailed HARRCO and they have refused to refund me the $990.62. I would like to have you get my money back. My original estimate on JOB Number is M6294381 was $1831.25, and I paid them a total of $$3170.00 ************ scammed me and held my daughters furniture as hostage until I paid them
Business Response
Date: 08/30/2024
COMPANY RESPONSE TO BBB CASE ID #: ******** - ***********************************

Dear BBB,

Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.

When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through ******************************************* we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.

It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.

In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.

To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.

We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):

?      Bill of Lading (contract)
?      Order for Service
?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)

We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.

We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.

Very ************************************************************************************ Dep.
Business Response
Date: 09/12/2024
Dear ****************,
Thank you for reaching out to us and providing a detailed account of your experience. We sincerely apologize for any inconvenience or distress that you and your daughter have encountered during the moving process. We understand how frustrating this situation must have been, and we take all feedback very seriously.
After thoroughly reviewing your case, it appears there may have been some misunderstanding related to the charges at the time of delivery. As per standard industry practices, unforeseen circumstancessuch as access limitations or third-party involvementcan sometimes result in additional charges, which may not be fully anticipated at the time of the initial estimate. In your case, it seems that the involvement of Cardinal Relocation led to the extra costs.
While we genuinely empathize with your frustration, we believe our team acted within the framework of the agreement and operational procedures. That said, we truly value you as a customer and regret that this experience has left you feeling unsatisfied.
As a gesture of goodwill and in the spirit of maintaining a positive relationship, we would like to offer you $70.00 as a good-faith gesture. While this does not cover the entirety of the additional costs, we hope it demonstrates our commitment to addressing your concerns and finding a resolution.
Please let us know if you accept this offer, and we will be happy to arrange the payment promptly.
Once again, we deeply regret any stress this may have caused, and we appreciate your understanding.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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