Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Hercules Moving Team, I am writing to formally address a serious issue regarding a $1,200 charge to my account for a move I scheduled back in March. I canceled this move within 2436 hours after booking due to a payment issue your team mentioned with my bank. You guys kept trying to run payment and want successful during the duration of the call . I called and spoke to someone the next business day and stated i wanted to cancel . Since no further communication was made on your end, I assumed the cancellation was processed, and no money was taken. To my surprise, I recently discovered that $1,200 was withdrawn from my account without any services rendered. This is completely unacceptable and unethical. I have filed a police ***ort and am seeking legal counsel, as I believe it is a crime to take someones hard-earned money without providing the agreed-upon service. Additionally, I find it unacceptable that your ***resentative today offered me a credit or the option to pass the move to a family member or friend, rather than refunding my money. This is not a reasonable resolution. I expect a full refund of $1,200 within the next 7 business days. I only caught this due to my bank manager helping me sort through transactions Please consider this a formal request for an immediate refund. If this matter is not resolved promptly, I will proceed with legal action.I tried to reach you guys and the *** i spoke with advised me that someone would be in touch with me .

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to respond to this serious accusation. After a thorough review of our records, we can confirm that there is no documentation of a cancellation request for Job#HM6109623.
  Your deposit was made on 03/24/2025, the same day you signed the Binding Moving Estimate. The move was scheduled approximately six weeks in advance, which is considered ideal for customers planning an interstate relocation. Moves of this nature can be costly, and booking well in advance allows clients to spread out their expenses, helping to alleviate some of the financial pressure.
  We also understand that plans can changewhether regarding your inventory, move dates, or additional contacts (such as friends or family members) you'd like added to your job file. To accommodate these possibilities, we schedule a ***************** (**) call at the time of booking. This call allows us to confirm details prior to dispatching a truck to your location.
  In this case, we made multiple attempts to reach you by phone and email to complete the ** process. Unfortunately, we received no response. As a result, your move was placed on hold, and an email was sent notifying you of this status change along with clear instructions on how to reschedule.
  For transparency, we have attached detailed job file notesfrom the initial phone call to the last attempted contactas well as copies of the ** outreach email and the Job Hold confirmation email.
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23457124
  
  I am rejecting this response because:
  
  I am formally responding to the companys recent reply to my BBB complaint regarding Job #MI069623. Their response includes serious inaccuracies and misrepresentations that I intend to challenge legally.
  
  I initiated cancellation in March 2025, not on May 30 as the company falsely suggests. The call logged on May 30 occurred after my repeated attempts to cancel and only shows their belated response not my initial request. I did not wait until the end of May to contact them, and this manipulation of the timeline is demonstrably false.
  I did not request a partial refund, as the companys internal note falsely states. I clearly requested a full refund due to the lack of service provided. Their mischaracterization of my words, along with the note suggesting I threatened to leave bad reviews, is an intentional attempt to discredit and deflect accountability. Also, the representative stated I'm ruining a small business by leaving a bad review.
  The companys negligence, dishonesty, and fabricated account of our communications now also present potential grounds for defamation and damages.
  The so-called ***************** outreach they reference (in their May 14 internal note) has no verifiable documentation (e.g., call logs, emails, or voicemails). Without proof, this entry cannot be considered valid evidence of outreach.
  
  
  
  Because of the false claims, manipulation of timelines, and refusal to honor my cancellation, I am preparing to seek legal representation and pursue damages. I am also requesting that the BBB escalate this matter accordingly and assist in holding this business accountable.
  
  
  
  
  
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/16/2025

  No documentation submitted in response to this complaint has been altered or manipulated. These are internal notes that we have chosen to share solely due to the nature of this complaint. They have been submitted in the same format we would use if this job and/or our records were subject to an audit by the *** or FMCSA.
  
  We have no record of a written cancellation requesteither within or outside of the customers ******* cancellation window following the signing of their Binding Moving Estimate.
  
  The submission of these notes does not serve as proof of any single fact but rather as a timeline of communication, including both inbound calls from the customer and outbound calls from our team. When we send an email to a customer, it is automatically logged into their job file. The same applies when we receive an email from a customer.
  
  We are actively managing hundreds of moves at once, each tailored to individual shippers needs. To coordinate these effectively, written documentation is required for any cancellation request. Since none was provided in this case, and the customer did not complete the mandatory ***************** call 35 days prior to their preferred moving dates, their job was placed on HOLD. An email was sent with instructions on how to reschedule.
  
  As a resolution, we are offering a 12-month credit of the full deposit.
  This credit became effective on the date the job was placed on hold: May 14, 2025.
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23457124
  
  I am rejecting this response because: planning to seek legal representation 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Hercules Moving Solutions for a long-distance move from ******** to **********. During the initial call, they told my husband they were the movers, not brokers. Only after pickup did we learn they subcontracted the move to A2B Moving LLC.We were quoted a binding estimate of $1,744. However, after the truck arrived, we were unexpectedly charged $3,400, nearly double the original quote. No new inventory or major changes were added. As of May 30, ****** calendar days after pickupthere is still no confirmed delivery date. The shipment is marked only as in routing, and communication has been vague. We are approaching the 21-business-day contractual limit and still have no idea where our belongings are.This delay and misrepresentation have caused us significant stress and disruption during our relocation. We are filing this complaint to request that Hercules:1. Acknowledge and resolve the excess charge dispute;2. Provide a firm and immediate delivery date;3. Accept accountability for misrepresenting their role as a mover.

  Business Response

  Date: 05/30/2025

  The customer was picked up on 05/12/2025 and has a first available delivery date of 05/13/2025
  We have been in direct communication with both the customer/shipper and our Agent, their Carrier A2B Moving on the statues of the shipment. Currently The items are in the routing process and stand at 13 business days from FADD, (05/13/2025) The estimated delivery time on the Binding Moving estimate is 7 to 21 business days. We are aware that the customer is more than halfway through that time frame. Given the size of 700 CF and distance needed to travel 2416 miles, it is required for the shipper to maintain flexibility as to when the shipment will arrive. Once we can confirm with our agent, shippers Carrier the exact loading date we will Immediately contact the Customer so they can better anticipate receiving their delivery

  Customer Answer

  Date: 06/02/2025

  Dear ****** *. and BBB,
  
  Thank you for forwarding the response from Hercules Moving Solutions Inc. regarding my complaint (ID *********. I am writing to reject the businesss response as unsatisfactory for the following reasons:
  
  1. No Confirmed Timeline: The company simply reiterates the 721 business day estimate, which I was already aware of. I am now 14 business days into that window with no confirmed delivery date, no estimate of when the truck will be loaded or dispatched, and no meaningful updates on progress.
  2. Emotional and Financial Hardship: I have been living without access to essential items and have had to spend out-of-pocket to replace necessities. This situation has significantly disrupted my life, especially considering I just relocated for work and expected a smoother process based on what was promised.
  3. Inventory List Received, But Concerns Remain: While I have now received the inventory list, the delivery status and the accountability of my belongings remain unresolved. I still need clear assurance on when and how my items will be returned to me in full and in good condition.
  
  Requested Resolution:
  
  1. A confirmed delivery window with at least 48-hour notice prior to arrival.
  2. More transparent and frequent updates from both Hercules and the carrier (A2B Moving).
  3. A partial refund or credit due to the stress, disruption, and lack of proactive communication.
  
  I respectfully ask the BBB to continue assisting in this matter until a fair and reasonable resolution is achieved.
  
  Sincerely,
  ****** **
  *******, **
  

  Business Response

  Date: 06/02/2025

  1. Delivery Timeline and ***********************start="139" data-end="142"> Due to the long-haul, shared-load nature of your shipment, an exact delivery date will be provided by the driver one day prior to delivery. This will occur within the 21-business-day delivery window. If your delivery occurs outside this timeframe, you may be eligible for compensation. We can guide you through the claims process should this situation arise.
  
  2. *************************start="541" data-end="544"> Please note that frequency of updates does not guarantee accuracy. The next update you will receive will confirm the loading of your household goods, which allows us to provide the most accurate delivery timeline possible. This ensures realistic expectations based on the shared-load, long-haul delivery process.
  
  3. Refund **********************start="893" data-end="896"> Refunds are discussed after the completion of your move, particularly if you feel your experience was below expectations. We are committed to supporting you throughout your relocationespecially during the loading confirmation, transit updates, and final delivery process.
  

  Customer Answer

  Date: 06/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid hecules moving solutions to moves my apartment stuff from ******** to ********* and they picked them up on the 29th of April they were to deliver writhing 7-21 days after pickup its been more than 21 days and they have not delivered it or even give me any updates about them and the driver is not picking up my phone calls .I really need my stuff because they are important to me and need to use them as soon as possible.

  Business Response

  Date: 05/23/2025

  We can confirm that your items were picked up on 04/29/2025 and are in the standard shared load delivery process. given the size ,distance routing and volume of moves the anticipated time frame for your delivery listed on the signed Binding moving Estimate at the time of booking is 7 to 21 business days. As of today your shipment is on business day 18 and we have confirmed with our agent your carrier that the shipment is scheduled to be loaded on 5/24/2025. Once loading is confirmed and the delivery driver is on the way he will provide you with 1 days notice of your accurate delivery date. This is standard the process for a long haul shipment of household goods. Hercules Moving solutions will confirm the loading of your shipment on 5/24/2025 so you can better anticipate the delivery of your Household goods (HHG's). We would like to thank you for you continued patience during this process and look forward to providing you with the most up to date accurate information regarding the delivery of your HHG's. Please reach out to our customer service available 7 days a week ******* to ****** EST. 

• Initial Complaint

  Date:04/15/2025

  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 hired this ************ for my moving from ******* to ******* on April 07th 2025 and by phone I was pushed to sign an agreement while I was in the phone and make a Zelle payment for the deposit of $700 to secure my rates and I did all, just after this I received the Estimate by e-mail and could read in full. I v never be informed by phone that the deposit wasn't **************** April 15th just 8 days ago I sent an Email to them to cancel my move and refund my deposit, and they refused to do that, just offered me a credit for the future up to 2 years.I just want mu money back as I did not used the service hired.The contract is very confused and they say i cannot get refund because i have only 48 hours for cancelation and get the refund, but looking the contract the 48 hours looks to get 100% refund and after that there is a penalty of 5% , they mention also that If the first scheduled pickup date is within 7 days of the date I reserve my move, then my deposit is non-refundable also if I cancel my move within the 7 days of my first available pick-up date I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of *************** moving date was June 1st so we are almost ************************************************************************************************************* the future, but I ll never use this because not plan to use this company anymore.Please find attached the Moving Quotation.Thank You.

  Business Response

  Date: 04/17/2025

  The Customer made the deposit of $700.00 on 04/07/2025 at 1:59pm EST. Attached is the time stamped transaction from ***** account to our billing email. 
  The customer signed the Binding ********************** Estimate on 04/07/2025 at 12:39pm EST.
  
  Our Cancel policy is in section 9. of the binding moving Estimate. Which the customer has read and sent to us by email.
  Please see Attached "Written Cancel request. The written Cancelation request falls outside of the 48 hour window from the date of signing but prior to 7 days of the expected move date. As per the Binding Moving Estimate the customer is entitled to a credit for up to 12 months.  This credit is applied automatically and only requires the customer to inform us of the new expected move date and or any other details that have changed from the recently canceled move. We kindly ask that a 7 day notice. 
  
  
  
  

  Customer Answer

  Date: 05/05/2025

  I just want to be reimbursed for a service that I did not used and just canceled after 1 week, and 45 days before the service date, They did not spent nothing and They did nothing so why no refund my deposit? It really doest make any sense, this police of 2 days for cancelation is unfair and is not very clear when You read that on the contract. I hope to be reimbursed friendly if not will open a civil case against them because Im sure Im right.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23208211
  
  I am rejecting this response because:

  I just want to be reimbursed for a service that I did not used and just canceled after 1 week, and 45 days before the service date, They did not spent nothing and They did nothing so why no refund my deposit? It really doest make any sense, this police of 2 days for cancelation is unfair and is not very clear when You read that on the contract. I hope to be reimbursed friendly if not will open a civil case against them because Im sure Im right.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/12/2025

  We understand that this customer disagrees with the signed for cancel policy. We again have a credit system for any customer who needs to cancel their booked move outside of the 48 hour window of booking. The customer simply needs to provide any updates regarding their interstate move 7 days prior to their preferred move date and they can be placed back on our operations calendar at no additional cost unless distance and or inventory changes.

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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.

  After initial call / quote, we sent deposit for that quote ($1388 sent), Company had QA call and sent updated estimate for moving and it was roughly $6000 which in turn resulted in a higher deposit required so we sent (*******). Company asked us to move our moving day to Thursday 4/3 and we said we would. They said they would be there after 3pm. At 3:23pm we had heard nothing so I called and texted asking when they would arrive. They said there would be a delay and they would come the next day 4/4. By then we had determined we did not need them to move as much items so when they arrived 4/4 we let them know and they said no they had to take all. . The contract stated 300cuft min and that customer pays what they use of the truck, so we said you can take 300 worth so we do not cancel and lose all deposit. Hercules had contracted out the move to another company so was then saying if they take 300cuft we still owed that company $3000 even tho we already paid Hercules $3000. They also told us that the quote amount for a 300cu ft move would be $3000 TOTAL, so like stated above we had already paid that. They continued to say it was not allowed and that they couldnt do anything. And we still had to pay the other company $3000. After talking to multiple managers no resolution was coming so we let them know we would have to take them to small claims court if they werent willing to follow their own contract (taking the 300cuft and us paying for 300cuft). They then sent the cancellation email saying deposit is nonrefundable(even though we did not ever say to cancel). They are in huge violation of their contract and we are willing to go to small claims court but trying to see if business will do right first. Essentially we have been scammed by Hercules. They wanted us to pay them and the company they contracted out. We would like the deposit back. We had to rent a U-Haul and do the move ourselves.

  Business Response

  Date: 04/11/2025

  The complaint submitted omits several key facts which we feel are necessary to address for a complete and accurate account of events.
  
  At the time of booking the move, the customer provided an inventory list and received an estimate based on the space required. Please refer to the attached First Moving Estimate. A deposit of $1,388.00 was paid to Hercules Moving Solutions, the Interstate Moving Broker.
  
  The original 48-hour pickup window was scheduled for April 45, 2025. During the verification call on the day of booking, the customer was informed that a ***************** (**) call had been scheduled for March 31, 2025 at 5:00 PM EST. This is standard procedure: a second call conducted by another representative to ensure all details on the binding estimate are correct. Unfortunately, the customer did not answer the ** call on the scheduled date.
  
  On April 1, 2025, Hercules Moving Solutions reached out to the customer to discuss the possibility of an earlier pickup date. Communication from this point continued via text message, which is attached for full transparency. Coordinating a long-distance move requires flexibility on both sides, and our structure is designed to balance standard procedure with adaptability to accommodate each customers needs.
  
  Through continued communication, the pickup window was successfully rescheduled to April 34, 2025, which was confirmed and signed by the customer. Please refer to the attached Second Moving Estimate.
  
  During the rescheduled ** call, the customer updated their inventory list, resulting in an updated estimate based on the same rate of $3.55 per cubic foot (CF). This update triggered a second deposit of $1,663.31, again paid to Hercules Moving Solutions. The customer also signed the legally required ***** Bill of Lading, which included the carriers information (attached).
  
  Due to routing logistics and prior pickups, the move was ultimately serviced on April 4, 2025, the second day of the updated pickup window. While we understand this may have caused frustration, the customer accepted and allowed the pickup attempt to proceed on that date.
  
  An onsite visual estimate was provided before any items were loaded. However, no signed paperwork was completed because the customer, at that time, expressed a desire to reduce their reserved space to only 300 CF. They referenced the clause in the agreement stating that a customer is only charged for the space used, which is accurate. However, the customer attempted to apply the previously paid broker deposit toward the carriers charges on the day of the movesomething not permitted under the contract terms.
  
  In an effort to resolve the situation, the carrier offered a significant discount of $887.00, allowing the customer to load up to 880 CF of inventory. Despite this good-faith effort, the customer declined to come to a new agreement onsite.
  
  It is important to note that the customer had:
  
  Paid the ** deposit the day before the scheduled pickup window,
  
  Signed off on the revised space reservation,
  
  Received and signed the 3-Day Bill of Lading with the carrier information,
  
  Been informed of the final cost of the move.
  
  The decision to reduce the reserved space and attempt to renegotiate payment at the time of loading, with no agreement reached or paperwork signed onsite, constitutes a cancellation of service. Without any signed documents or inventory loaded, the move could not proceed.
  
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23187715
  
  I am rejecting this response because:

  The first ****** we spoke with on phone said they have to take the full estimated amount, the second also said the same. The second ******, ****, also told us to take them to court and hung up. It took a final manager to try to get an actual solution, which they only offered $887 off the remaining balance which is also not following their policy/contract. Contract states refund, not discount of remaining. **** stated a 300 cu ft old would cost about $3000WHICH WE ALREADY PAID!!! 
  They then wanted us to pay ANOTHER $3000 to the company they contracted out which made absolutely no sense. Claiming they were not paying for our move For a $3000 estimated load amount the deposit would have been in the $1000, we paid $3000z They should have refunded us the overpay in deposit and then we pay the remaining balance to the moving company. They essentially stole the deposit and then wanted us to also pay double to the movers which as a customer we did not feel comfortable any longer with them taking any items as they were already stealing our money. Again, If the load was 300cu ft it would cost $3000 TOTAL, not $3000 to Hercules and another $3000 to the moving company. It is in the contract that you pay for what you use. I do have the recordings as well on the phone where they told us to take them to court and that they were not willing to follow the contract since it was a substantial decrease from the estimated amount 

  I am not sure where the disconnect in their common sense is that we essentially overpaid the deposit for a 300 cu ft load and all they needed to do was give us back the overpay and we would have paid the movers. 

  Sincerely,
  
  Sydney Taloute

  Business Response

  Date: 04/16/2025

  No agreement was made onsite. No paperwork signed at pick up. The pick up was refused by the customer.
  
  section 9. of Binding ********************** Estimate Attached and highlighted.  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23187715
  
  I am rejecting this response because we did not refuse. We wanted a solution. You werent giving one so no we did not let them touch anything and have to owe any more money. See you in court. 
  
  Sincerely,
  
  Sydney Taloute

• Initial Complaint

  Date:02/15/2025

  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.

  We had horrible experience with Hercules moving *************** Van Lines. Please think at least five times before select Hercules moving *************** Van Lines for interstage moving.***** **** of Hercules Moving Solution sent contract to move items from OH to ** based on the items in our email as $1650 (Job No *******, Ref. HM*******), Vol 286 cf (2002 lbs), pickup date 11/23/24 , delivery 11/25/24. When we indicated on line complaints against Hercules Moving Solution ***** **** assured their new management will compensate any lost/damaged items during ************ can trust Hercules. ************** , the delivery company of Hercules came on 11/23/24 and forced us to pay $200 (approx.)more considering our helpless situation. We received delivery on 12/8/2024. We found the following lost items ; 1. Remote control ************** Pedestal Fan $ ***** 2. Two packing boxes containing winter jackets, Ladies dresses, bed covers , Pressure monitor, Oxygen meter, total cost $ 1620 (approx.)Damaged items :1. New Exercise Bike $ 190 (approx.) 2. Table Lamp $100 (approx.) 3. One trolley wheeled cart $100(approx.) 4. Hard plastic basket containing dry food of $ ****** The total price of lost & damaged items were more than $2000 (approx.). We were surprised how Cita van lost our items. Cita van did not help to find lost items. ***************** agreed to pay only $125. ***** **** of Hercules Mover should send compensation as assured during contract negotiation.

  Business Response

  Date: 02/28/2025

  We would like to provide an update regarding the complaint filed by ****** ***** against Hercules Moving Solutions and  our agent, **************. The customer has accepted the resolution determined through third-party arbitration with ******************************** for compensation of the damaged items received at the time of delivery.
  
  Please let us know if any further action is required on our part to formally close this case
  

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair 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.

  Transaction 12/18/2024 Date of service 2/8/2025 I contacted the company in order to receive moving services for a cross country move. I explicitly told the company what i was moving, how big my storage unit was etc. they inaccurately accounted for my items despite me telling them id rather be over quoted and how big my storage unit was and how full it was. Days before the move when they called me to double check the items, they had for some reason removed items previously on the list. On the day the movers showed up, contracted from the original business the list they received was inaccurate and did not have the new additions from the most recent phone call. I was charged 100% more than what I was quoted from the original company despite my insistence their math wasnt adding up after they told me its fine, we know what were doing we do this all the time. When i called them to discuss the issue and ask for my deposit back since their services were clearly not rendered either accurately or with care the person i spoke to said they needed to confer with their team and they would get back to me. I insisted on an immediate call back because the movers were physically there moving my things and nobody called me back. The company seemed to be dishonest in their initial practices and then evading resolution attempts i made on my own. When speaking to the movers they said the company was known for underestimating moves and this was not the first time they had shown up to a job to a customer shocked at what they now had to pay. I have disputed the $700 deposit i gave the company with my credit card but this company is clearly predatory and needs more over site.

  Customer Answer

  Date: 02/11/2025

  Hercules has reached out to me to find a resolution. 

  Business Response

  Date: 02/24/2025

  We have addressed all of the customers complaints. In an effort to resolve her issues we provided the customer with a 100% refund of her deposit. We continued to provide **************** after the pick up was completed and the refund was Processed. This was to ensure that the Delivery of her HHG's happened as soon as possible and without further incident. 

  Customer Answer

  Date: 02/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/14/2024

  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.

  Having the need to relocate familial possessions from MN down to **, *** was contacted; below is a concise fact synopsis.1. October 10th. Sales call went great - we made a plan. ***** **** told me I'd have room for more stuff so no worries if I needed to add a couple of things.2. October 10th. Attempt to pay deposity - **************** wouldn't approve ACH, then we did ***** and after several attempts and additional security codes, **************** released the funds - I realize this was bank policy but this didn't give me a lot of confidence or reassure me of a smooth process but we move forward. 3. October 22nd. ***************** calls me - I told him I need to add a twin mattress/box spring and a tv stand - he increases the price by nearly 30%. I told him forget it, I'll leave the bed and night stand.4. October 23rd. I have a long conversation with customer service about the ridiculous increase in price by adding a twin bed - we did not come to any improved solution other than sticking to the exact list I originally sent. He tells me we will move forward and I'll receive a call on Saturday from movers to schedule the move on Sunday.5. October 26th (Saturday). I wait for a call - no one calls. Around 4pm I start calling and texting ***** **** and customer service. I was told someone would call me Saturday night or 1st thing Sunday morning.6. October 27th (Sunday) No one calls - I call and text every # I have and can't reach anyone. I called Sunday morning at 8:30am and 10:30am and he (sounded like he was sleeping or high) said they'll be coming today. 7. October 28th (Monday 9:37am) I receive a text from ***** asking if movers have arrived. I told him no, they haven't even called me. He says he'll look into it. At 9:46am movers call and tell me they are coming Tuesday at 1pm - I informed him that I will be on a plane Tuesday morning and that they completely failed to show Sunday. Am out a plane ticket, 1 months rent, and my 775 they still have.

  Business Response

  Date: 11/15/2024

  This customers estimated 48 hour window of arrival for pick up was 10/27/24-10/28/24. Attached is a message from dispatch to customer on 10/27.  on 10/28 our customer service attempted to reconfirm the customer availability to have the move picked up on 10/29. At that time the customer said they needed to cancel because of a plan ticket for 10/29. Delays happen and we do anything we can to accommodate for those delays. The customer was leaving the household goods behind and we offered to pick them up at a later date (12 month credit of deposit) for the cancelation. This Credit is still available to the Customer and is good until 10/28/2025.

  Business Response

  Date: 11/15/2024

  Attached is the message from dispatch to customer on 10/27/24 informing of the delay and resolution to preform pick services on 10/29.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22558888
  
  I am rejecting this response because:  The message on the 27th was sent only AFTER they completely failed to show up on the 25 and 26 as scheduled.  I wait for them the very days the said they would be there, after communicating with them the same days.  They stood me up with no warning and only after I complained did they bother to send the very message they now seek to use as an unacceptable defense.  They have my money, and are holding it hostage after failing to provide services as agreed.  Is this the ethos of a claimed veteran run company?  Or is this a pattern of customer abuse?  A refund is warranted here.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 11/18/2024

  Enclosed (in the uploaded pdf. ) is the ACTUAL TEXT CHAIN FROM MY PHONE.

  Dear BBB,  After I actually opened the attachment from *** and saw their text I can say that their text was NOT to or from me.  Either theirs was a fabrication, or else they had me confused with another *****.  Notice how their text had no times or dates; rather suspicious.
  So, enclosed here, is a text chain from MY phone, with corroborating times and dates that support the fact pattern in my initial complaint.  Even their *** ***** knew the move was Sunday.  They stood me up, and did not cancel as they stated.  This is what an actual text chain looks like.  Having received no services and incurred over 5k in related costs (un-refundable airfare, needless rent, and my *** expense),the $1,500 sought here is a bargain on their end.  Under what legitimate reason is *** holding onto my funds and refusing to reimburse a fraction of the expenses they directly and solely caused. 
  There are 2 actual/real text pages here.  Thank You for any help.

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

  Business Response

  Date: 11/18/2024

  This is section 17 of customer signed Binding ********************** estimate. 
   17. All pickup, load and/or delivery dates are only estimating. Hercules Moving Solutions will not be responsible for loss or damages incurred by unavoidable delay. Hercules Moving Solutions will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made regarding pack, load, and/or delivery dates. If pickup is refused by the customer for any reason, deposit is forfeited. 
  
  Unavoidable Delays are a part of shipping HHG's. These policies are put into place because we are coordinating moves all over the country including ****** and ******. The shipper /customer is coordinating theirs and theirs alone, we can not be responsible for their lack of flexibility when it pertains to unavoidable delays due to weather, traffic, mechanical issues, pick *** and or delivery's prior to theirs. We have offered to provide a full credit of their deposit since they were unable to reschedule their travel plans. Meaning they can have their house Hold Goods shipped at a later date of their choosing. We ask for 7 days notice prior to the new scheduled 48 hour pick up Window.  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22558888
  
  I am rejecting this response because:

  The BME is not a defense here, as I did NOT cancel,and they did NOT notify of a delay.  *** set up a date, went silent, then confirmed on Sunday that they were coming Sunday (after I called them), and then simply failed to show.  The credit is unwanted after all this; they cannot be trusted and their reluctance to make things right demonstrates current bad faith.  The *** is not a license to cheat customers who put their faith in ***, nor is it a customers consent to be fleeced.
  Again, I did not cancel; they just failed to show!
  *** has failed to explain the legitimate rationale as to why they deserve my funds after standing me up and costing me 5k in related expenses, due to their failure of service.  And at least I did not try to lie to the BBB with a false text exchange as they did; that speaks volumes.  Again, $1,500 is justly warranted here; thank you.
  
  Sincerely, ***** *******
  

   

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

  Customer Answer

  Date: 11/20/2024

  Please advise of what good faith effort Hercules made?  They have not refunded anything at all, and are still holding my 775 although they provided no service whatsoever.  They even provided you a false text exchange.  It is not my fault they stood me up.  I need my $775 to hire a real moving company ( I am afraid to deal with them again), let alone to offset the expenses Hercules caused. 

  At minimum, my $775 should be refunded, not unethically kept.  Please help; you are the BBB.

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

• Initial Complaint

  Date:11/07/2024

  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.

  $970.00

  Business Response

  Date: 11/14/2024

  Our records indicate that on the day of  pick up there was a refusal of pick up services by the Customer after the ****** and truck arrived. Our **************** was available and talked to the customer and was ready to assist and provide any number of options to proceed with pick up service of HHG's. Unfortunately no resolution or agreement could be made and the customer refused service. Per the Binding ********************** Estimate  if pick up is refused by customer for any reason the deposit is Forfeited. Article (9)

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22526867
  
  I am rejecting this response because:

  when I booked the reservation over the phone with customer service the man told me he was the owner and my rate wouldnt change u less I had a huge pig I was brining come to find out he is not the owner nor was I explained my property would be with other peoples property as well, I dont know if that have roaches or bed bugs I was told this was just my items, I only had **************************************************************************************************************************************** from the beginning and kept saying I needed to book it cause the slot was about to get filled and no one else would take me last minute, I ended up not even being able to take anything because I couldnt afford to pay anymore I had to get rid of it that day again all I had was the $2500, even if they did not give me a full refund and the business kept 100 or 200 and refunded me the rest I would have been happy but to lose $970 because I was not informed on information is very unfair and in the process I had to let go of all my belongings I would like to discuss some resolution with some type of refund 

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

  Business Response

  Date: 11/18/2024

  We can not offer a refund for the reservation deposit due to the onsite cancelation of service by the customer. It was determined prior to loading the customers ***'s that an additional 206 CF at the booking rate of $4.10 Per CF and $200.00 packing fees for securely packing any and all lose items prior to loading needed charged. these charges were discussed with the customer by the ****** on site as well as our customer service department. this was not an affordable option for the customer. In the event that this happens we can load the inventory that meets the original estimated 394 CF reserved at the time of booking. This would have no additional chargers. This again was not agreed to by the customer and they sent the truck and crew away. This is an onsite cancellation of service and forfeits the deposit that is made at the time off booking to reserve the truck and crew to arrive. Since the truck and crew arrived and the customer was unwilling to go with the onsite visual estimate done prior to loading the truck or the original estimate done at the time of booking she again forfeits the deposit.  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22526867
  
  I am rejecting this response because:

  they never packed my items, they never touch any of my items at all again I was quoted a price and the man on the phone said he was the owner of the company, and my price would not change unless I was moving a baby pig with me this company should  try to me understanding that ****** is a lot and it wasnt my Intention to forfit anything the prided was raised almost a thousand dollars more, I couldnt even take my belongings with me when I moved cause I did not have the extra money thats why I asked the *** who claimed he was the owner on the phone to confirm the price was the same and wouldnt change I feel this company should try to accommodate this situation in some sort of way, there is supposed to be solutions and I wasnt offered not one solution 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't know where to begin. Trying to hire this company has been awful from the start. Nothing they stated was accurate. Prices were continually changing, and they aren't willing to offer to assist people in gathering all the proper information during their initial phone calls. They sell you the world and actually give you nothing in exchange. My main complaint is that we signed a contract with "them". The dates for pick-up stated were October 13th-October 14th, 2024. Nobody showed up either day. In the evening of October 14th, we called Hercules and spoke to ******* He was incredibly rude and defensive; he refused to provide a discount, and he refused to provide the name of a member of management above him because I couldn't deal with this guy on the phone anymore. When he said he was the manager, I asked him who he reported to. He said "Nobody." So I said, "So, you're the owner?" He said, "No." So I asked him who he reports to again, and he said, again, "Nobody." I told him, "If you're not the owner, then who do you report to?" He stopped answering me and stayed silent. I had to keep saying, "Hello?" He refused to help and refused to provide some answers. I was so frustrated... I asked him if he understood that people are literally moving and in the middle of a real estate transaction, and being unable to show up on time is NOT okay. We had closing dates right around the corner and we had to be out. He didn't care at all. He stayed silent and just stopped talking. I wasn't even yelling. I was just frustrated and wanted some legitimate answers. Ultimately, a different company came and we had to sign a contract with them. Hercules never showed up. He also could not explain why nobody was at our ********** customer service and the worst experience I've ever had with a business. We would continue to try and call to reach them, and these people wouldn't even answer anymore. We would leave messages, and nobody would call back. BUYER BEWARE - Research!

  Business Response

  Date: 11/04/2024

  Our records show that customers Household Goods were picked up on 10/15/24 and the delivery has taken place. Our billing department has received a charge back notice on the total deposit amount of $2,462.00. paid by the customer in two separate transactions on 10/2/24 $2,037.00 and on 10/10/24 $425.00. After the delivery hade taken place. This matter is still ongoing and is currently in dispute. The estimated 48 hour pick up window given at the time of booking is standard and as we  strive to arrive inside of that estimated  48 hour window there are cases in which we fail to do so. This is why it is listed as an estimated 48 hour window, not a guarantee.  Our customer service department is not authorized to apply discounts prior to a truck arriving. We are disappointed that the shipper received the full moving service from, pick up to delivery and charged back the deposit amount. We at Hercules Moving solutions accept Credit Cards at the time of booking in order to build a level of trust with our customer. Other ********************** companies do not offer this option because of the situation that has occurred with this customer. 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22473391
  
  I am rejecting this response because nothing  stated by the company here answers the complaint. Hercules did not show up. Someone named **** in a U-Haul truck showed up late and we paid THEM for this move under their contract, which was not called Hercules Moving Solutions. I have all the pictures from my home cameras and the ones I took on my phone.
  

  Hercules never arrived and therefore is not entitled to any payment from us. When I called Hercules asking about an ***, **** repeatedly stated that he didnt know and couldnt check.

  But after reviewing other complaints regarding Hercules on this BBB website, showing up late or not at all has happened before with them. This isnt unusual. 

  Go back and listen to the recorded call, Hercules. Youll understand that I tried to address this the right way and got nowhere with your team. 

  Never in my life could I have imagined that this type of business transaction would have taken place. Then, they stopped returning voicemail calls and picking up the phone altogether. In order to reach them, a consumer will need to call from a number Hercules doesnt have record of.

  Business Response

  Date: 11/05/2024

  Attached are all three documents signed by the customer. The Binding ********************** estimate was signed at the time of booking and again at the time of the ** process.  We have attached the one signed at ** on 10/10/24 due to the estimate changing 3 days prior to the move. That same day the 3 day Bill of Lading contract was sent and signed by the customer. This has the name of the agent/ Carrier assigned to their move. The last attachment is the Bill of lading signed the day of the pick up which was done on 10/15/24 1 day passed the original 48 hour window 10/13/24 - 10/14/24. This is were the main issue is. This customer feels as though the move should have been discounted due to the inconvenience this caused them. We did not offer that discount prior to the truck arriving because the agent / carrier had the **** 3 day BOL to confirm the remaining balance the customer owed for pick up and delivery.  Since the delay was the responsibility of the agent we at Hercules trust them to offer this discount at the time of arrival. Our customer service advised this to the customer by assuring them that the total cost of the move would be discussed and agreed to prior to loading the truck. this resolution was not sufficient enough for the customer who then demanded resolution immediately. Unfortunately there was no way to accommodate that request at that time. Since there has been a charge back on this customers deposit there is no way to offer further compensation for the delay/ subpar customer service this customer states took place. The Bill of Lading has a Grand total of $6,622.52 the customer signed and took the credit for the deposit amount of $2,462.51 then charged that amount back after the pick up and delivery process took place. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22473391
  
  I am rejecting this response because Hercules had us sign a contract they never showed up for, plain and simple. We signed with a different moving company and paid them to move our things. The problems here are no matter what I describe, Hercules is not denying any of the massive customer service issues we experienced, nor are they denying they arrived as expected, packed us up and moved our things. Theyre focused on a paid contract we paid them for that they did not show up for. 
  Once Hercules was paid and learned we had a complaint, and a pretty big one, they never answered their phones again for us. We tried multiple times over and over again. So any further action taken on this, like this BBB complaint, is 100% their own fault. 
  We called *****, who set up the initial contract, then ****, who had us pay more money ($425) for the TVs ***** didnt include, and then ****, a so-called manager. We tried calling all of them and they never answered again, interestingly enough. 
  What we demanded that day that we spoke to **** about was an answer on where Hercules was, why they were late, and when they were coming. He would not provide any information to us. He said he couldnt. We never demanded a discount. He was told we needed some sort of compensation, but refused.

  Had Hercules answered their phones and not avoided us completely after that day, maybe they would have had a chance to resolve this directly, but since they didnt, further action was taken.
  

  These complaints are their fault, 100%. You cant charge someone for a service you dont provide.