Complaints

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

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We engaged park and ship movers as our long-distance movers, but they ended up subcontracting the job to two different companies which has been very frustrating. While the initial move out was satisfactory, there were issues with the quoted price, and they repeatedly attempted to charge more than the agreed storage rate, which we fortunately noticed in our contract. A peculiar aspect was their insistence on cash payments. Once we closed on our new house, our belongings were transported relatively quickly, but they failed to inform us about a 30-day window to request our items.Upon delivery, the movers displayed rude behavior, leaving most items in the garage instead of placing them inside the house. The salesperson had advised against labeling boxes, stating that the move-out movers would handle inventorying and labeling. However, upon arrival, the delivered items were only labeled with numbers, and the movers refused to use the inventory to place things in the appropriate rooms, leaving the task to us. Additionally, they were supposed to reassemble everything they had disassembled, but they only put back a few items together. They were insistent on finishing quickly. We had to hire a pest control company because cockroaches had gotten into several of our boxes while they had them in storage or transport. The experience took a turn for the worse when we discovered significant damage to our items, including a shattered TV and scratches on our floors caused by the movers dragging furniture. To make matters worse, all our items had a strong smell of cigarette smoke, which is deeply unpleasant and potentially caused by transporting our belongings alongside a smoker's items or storing them in a smoky warehouse.We attempted to file a damage claim, but the company requires a bill of lading, which we've requested five times to no avail. It's been over a month, and it feels intentional, like they're trying to delay us from making the claim within the allotted time.

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 15th I hired a moving company. They lied to me and they are a broker. They hired another company that refuses to deliver my things to me. Its my entire household things. This company is Way 2 go movers. Phone number is ************. They both are hanging up on me. Please help me. I payed them $6118.48. I have nothing for my money. They wont give me my things or give me my money back.

  Business Response

  Date: 06/18/2023

  **************** we take our customers' complaints very seriously,and we would like to properly address them.
  1st - you stated we lied to you and that we are a broker On May15th 2023 at 2:58pm you signed your estimate (lines 4 , 5 , & 22) stating we are a moving broker.

  On May 16th 2023 at 2:23pm A Thank you for choosing pack and ship movers email was sent out to you.

  If you look at line 7 it states we are a moving broker

   2nd - (Delivery) your transit time for this route is approx. ***** business days from your first available delivery date. In your case May 26th, 2023 was your First Available Delivery Date . Your delivery took place on June 8th,2023. That was 8 business days from the First available delivery date since May 29th was a federal holiday.
  

  Delivery would have taken place on June 7th 2023 but you advised the Carrier you did not have the funds available and it was too late. At No point did anyone refuse to deliver your items. You advised that you didn't have the funds ready and that it was too late.

   We do apologize that you feel you were lied to but that is not the case. Our team at Pack & Ship movers were upfront in many aspects and we take pride in ensuring our customers are properly informed. 

  Your items were delivered at your request on June 8th, 2023 when you could have been delivered June 7th, 2023.

   

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction: Nov 18th, 2022 to Nov 30th, 2022 I'm filing a complaint for *********** Movers concerning the cancellation of a move and the refusal to refund my deposit. There were 2 big issues: 1) Initial refusal to refund deposit under questionable circumstances and 2) the moving cost jumping from $5,697.66 to roughly $9,800 once the movers arrived, due to either an intentional bait and switch, or to very poor communication/inventory practices between those who take estimates over the phone and the movers. First, we were initially denied our moving deposit because I requested it on the 4th business day -- 1 day over the refund policy. The issue here is that I tried to contact my sales **** ********************** and customer service on the 3rd day to provide an updated inventory list and receive the updated estimate/quote. No one from customer service called us back (I left a voicemail). I called ****** and texted him the updated list. He said he wasn't available and that hed call me back the next day. ****** was apparently off work the next day, so **************** form quality assurance took the call instead. After learning I couldnt get my deposit back and talking with ******, I decided to continue with the service -- even though the estimate jumped from $3,697.66 to $5,697.66. To make sure we werent met with another price increase when the movers arrived, I took a meticulous inventory with ******. He assured me he didnt anticipate a price increase. However, once the movers arrived on Nov. 30th, they disputed the inventory list. For example, I was put down for 20 medium boxes, but our plastic bins were considered "large." ****** never specified box size with me. There are several more examples like this. This resulted in a price jump from $5,697.66 to about $9,800.I cancelled the service and requested a refund on my $2,000 deposit and was denied. I've since requested to speak with management and have followed up, but no one has gotten back with me.

  Business Response

  Date: 12/14/2022

  We are very sorry to hear that the move was not completed. We have reviewed the file and determined that the services were canceled on-site. The agreement states that if the move is canceled on-site, the deposit is non-refundable. The movers were sent to perform on-site. You were given the option to move what was on the original estimate. At this time, we will launch our internal investigation to see why the original estimate differed from the on-site one. Many items at the time of the pickup were not on the original that was conducted with your sales representative. We also attempted to do a ***************** call where we went over the list, and on that call, the representative attempted to advise you that the initial list was still off. When the sales representative sends you an agreement to be e-signed, it is your responsibility to make sure the items on the inventory are correct.
  We will conduct our final review of the file to determine the resolution of this matter. Once our review is complete, we will email you with more details.

• Initial Complaint

  Date:11/13/2022

  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.

  10/18/22 I called Pack and Ship Movers. The person that I spoke to stated that he would send me an email and to sign it and send right back. I signed it and sent it right back and a date of 11/5 was the date that the movers would come. I got a price of $5700.00 and I was told that it would require a full truck for one trip to take all of my belongings. I wanted to reduce the price so I got some people to help via a U-Haul. On Monday 10/31/22 I called the company to let them know that my inventory had changed. I was told I would get a call a few days prior to shipment. On 11/3 I received a call and I let him know what had transpired and I needed to get a new price. He informed me that the price would not change, it would stay the same. I informed him that could not be true because I have gone from a full truck to a truck that only needed to bring my heavy stuff. He had me wait a few minutes to speak with someone and we then went over my inventory. After going over my inventory, he stated that it would be $4,000.00. He then stated some items cost more and he came back with a price of $5,500.00. I informed him that was not a good deal and I just wanted to cancel the move. He then stated that I would lose my down payment (***** plus dollars) because of the 3 day rule. I informed him that I have the 3 days. He then stated that the 3 days started when I called them in October. I informed him that all legitimate business verbally inform you about the 3 days verbally and I was not informed. He stated that it was in the fine print. I let him know to just send the movers Saturday. When the movers came, the leader stated that they would not take the pool table or the sauna apart. I called the company and the person told me to hold on and he would call me back in 10 minutes. I did't receive a callback and after about 45 minutes he answered the phone. He put me on hold and eventually I didn't receive a call back. I told the movers to leave and I have not heard back from anyone.

  Business Response

  Date: 11/21/2022

  When our customers booked the reservation, they are fully aware of the procedures and
  policy in the terms and conditions that are stated in the agreement. The
  agreement was signed by the customer on 10/18/2022. The agreement which I am more
  than happy to include a copy of it reflects the duties and responsibilities of a
  moving broker. The customer are reserving a space reservation. So whatever space he
  reserve on the truck is the price he pays. Based on the inventory provided to us
  we generate a quote that is not a perfect science. We only go based on the
  inventory that you provide to the sales representative and try to get to the cubic
  footage that is as close to what he has on-site. When the movers came on-site,
  they determined that the sauna and the pool table are larger than described to
  us and had to charge a bulky fee. This matter is something we cannot control.
  Unless we have a picture of the items, we will not be able to determine the
  actual size of the sauna and the pool table. Our software only estimates an
  average size of an item. If the items appear larger than usual, the movers in
  some cases such as yours either a. disassemble the item to make it fit in the
  truck or b. charge you a bulky fee which will cover the packing and labor for that
  item. We are very sorry for the mishap and misunderstanding. We are willing to
  offer *********************** a compensation of $200 for the packing of the bulky items. Per the
  agreement, since the move was canceled on-site- the deposit is not refundable.
  
  If he would like to accept the $200 compensation, feel free to email us at
  ****************************************** so we can provide you with more
  detail regarding the next steps.
  
  Regards,
  Complaint **********************

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18398854
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/29/2022

  The company is not telling the truth about telling clients about the 72 hour process. If that was the case, I would have been prepared and would not send in this request. It it is true, they should have a tape message to prove it. They know that I am telling the truth. What they say is sign the firm and send it right back. As I stated in my complaint, reputable companies have nothing to hide and they let you know that you have 72 hours. I have been using businesses since I was in the military in the 80s until this day. They offered me $200 is an insult. If they had of stated that because of what I had to go through, they would offer me half because they didnt assist me in the move. They just want free money and this is an unsatisfactory response from this company. 
  

   

  ***************************;

   

  Business Response

  Date: 12/14/2022

  We have provided you with a compensation offer due to the information we have from the carrier. Our records also indicate that the on-site carrier offered you compensation as well. We are willing to provide you with an additional $200 for the packing of the bulky items.  You were given a substantial discount at the initial booking with your sales representative. Some items cannot be disassembled, and that is not our call to make. Based on the items size, the on-site driver determines if its feasible for them to disassemble it. We do not have control over the decisions made on-site. I know it may be an unsatisfactory response for you, but based on the scope of our agreement; we can offer you a total of $400.
  You can email us at ******************************************* so we can set up the payment and provide you with details on the compensation.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18398854
  
  I am rejecting this response because:
  It is not enough compensation for what I paid and what I went through. The company didnt carry or pack a thing. I was appalled at how I was told to hang on the phone and the person never came back. It was as if I didnt matter. I paid over $1,700.00 and I didnt have the company do anything besides upset me and not do their job. Imagine if any of their husbands or wives had to go through that after paying for a for a service.
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/06/2023

  As we discussed, the offer still stands for compensation regarding the packing. We will not be compensating the deposit payment you made. We addressed the matter regarding the policy in the agreement. You are saying that the company did not pack anything; we have often told you that we are willing to provide you with compensation for the packing you did on your own.
  
  I just wanted to let you know that aside from our previously discussed compensation, we will not be issuing additional monies.

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/10 WOULD NOT RECOMMEND. I spoke with ************************* of Pack and Ship Movers back in May 2022 (or sometime around then). I requested a move of my items for October 2022. ******* is a salesman so he does what salesmen do, lie. He tells me all this stuff about how I dont want to go with a mom and pop shop to move my things and how theyve been in business for ** amount of years blah, blah, blah. Fast forward, unbeknownst to me P&S sends a mom and pop **mpany to **me retrieve my items from my apartment on 9/22. I was told by ******* that they have to get things early to ensure on time delivery etc. The mom & pop **mpany is called ******************** in ******, Ga. **** is the driver for this **mpany. They make sure they let you know your items may not arrive on time but what they dont tell you is that they wont be delivering the items. They had to find another mom & pop shop **ming up the road to get my items to me. I was without my items from 9/22-10/26. First date of delivery was to be 10/8.Calling the Broker (Pack and Ship) **nstantly, to see when my items would arrive. ******* barely answered and would transfer me to customer service immediately. P&S tells me **** business days, the driver of ***** ** tells me **** days. Neither were **rrect. Again, NO ONE mentioned they would be passing my stuff off yet again. Dispatch for Stone Trucking which is We Care For You - (which I believe is a bogus **mpany and run by ********** wife). was EXTREMELY rude. She hung up on me twice because I wanted answers on MY items. FINALLY on 10/27 stuff arrived. I asked that P&S take $240 off because I had to purchase items while waiting on my other items and they tell me they have ***************************** and technically they werent late. (My 1st time hearing 30 days EVER).Horrible. They dont deliver your furniture, they are in it for money only and **uld care less about you, or your items. 10/10 WOULD NOT RECOMMEND!

  Business Response

  Date: 11/04/2022

  Dear ***************** 
  First thing I would like to say is Sorry for the inconvenience. I can't imagine how stressful could be all this time without your belongings. I checked all the situation and what happened  it is that the carrier did not have a truck going in your direction at that time, so instead of having you waiting any longer for the delivery, it was placed with another carrier. This process normally runs transparent for the customer since they want their stuff moved as fast as possible.

  Unfortunately it didnt happen the best way for you and we would like to solve it for you. We know nothing will erase this bad experience but we would like to offer a payment back of $400 for the stuff you mention you had to purchase and for any other expense that this may cause to you and your family. 
  
  I took my time to explain it to you just because you as a person and customer deserve it. Not to try to make it seems less chaotic for you. 

  Again, sorry for the inconvenience and please let me know the best way to send you the $400. 

  ****

  Customer Answer

  Date: 11/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have agreed to pay me $400 for my purchases and inconvenience. This resolution is satisfactory to me.
  

  Pack and Ship please advise how you will send my money. 
  
  ****************************************************

  Customer Answer

  Date: 11/15/2022

  Pack and Ship stated they would refund me $400 to resolve this case. I agreed to that and contacted the company on Tuesday or Wednesday, Nov 8th or 9th to give them my Zelle information for them to send the money. As of today 11/15 Pack and Ship has yet to Zelle my refund.  I have contacted them again several times since then and still have not received my refund. I would also like to add that I only had a contact number for ************************* because he informed me there is no other way to reach customer service (which is a lie because when I spoke to customer service yesterday they gave me their direct number). Every time I would reach out to him so he may transfer me over to customer service he would not answer. I have had to have other people call him with me on the line just so he would answer and so that I may get transferred over to customer service. Last call was yesterday (11/14). My sister had to call for me and ******* told me to get customer service it would be at least 20 minutes before they answered and he would have them call me back. I told him I would hold. After 45 minutes of waiting no one ever came to the phone. My sister called back and she asked to speak to customer service and strangely she was transferred immediately with no hold time whatsoever. They say **** works remote so he's not in the office for me to speak to directly but I have been told twice they are giving him my message and he will send the refund but yet I still have not received my refund. 

  Today marks 5 days since Pack and Ship informed me that they would refund me $400 for my inconvenience. It does not take that long to Zelle money (10 mins ***** I requested that this complaint be reopened so that I may add this additional information and it will remain open until I receive my refund. 

   

  Business Response

  Date: 11/28/2022

  Hello. Don't worry. Please email ********************************** with your zelle.  As soon as we get the email, we will send the refund. 

  Thanks and sorry for the delay. 

   

  Customer Answer

  Date: 12/09/2022

   
  Better Business Bureau:
  
  Company paid money owed to me. 

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

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

• Initial Complaint

  Date:10/06/2022

  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.

  Took ******* as deposit from my personal Zelle account (scam). Which I informed the manager that they stole from me. He told me they did not because the guys showed up to my house. However, They did show up to tell me I owed them $10,000. I was told that my move would be around $4800 by *********************. Who also made me go to federal website to show me that they would never require me to pay more than what was quoted. Its all lies and a scam. This company is horrible. They quit answering my phone calls immediately after being told I was moving forward legally. Its like they dont even exist anymore. *** contacted my bank to put a freeze on my account in fear that they would try to take more money from me. I was able to hire a company following this disaster who charged me $5500. And most of the other companies were in the same ballpark. This company is a scam.

  Business Response

  Date: 10/13/2022

  Hello BBB Team, 

  I am sorry to hear that somebody is complaining. My investigation result in the following:

  I spoke with ******, the Dispatch Manager, informed that at the time of pick-up, Oct 6th the carrier advised the customer she was about $1200.00 over the estimate which was for packing (not the $10,000 she is saying in the email). ****** spoke with her and told her the carrier, Express *******, was willing to offer a discount but she did not accept it.  
  
  On Oct 3rd customer did a verification call on a recorded line where a script, that was also emailed to her, was read detailing any and all potential additional charges. So she was well aware the price may change.
  
  I also verified with her rep, who confirmed she has not tried to contact him, nor has she contacted customer service.

  On the other hand, ***** is implying in her communication that "we took money from her zelle... and she needed to block her bank account to avoid take more money from her...".

  It is very well known that to send money using Zelle to anyone the owner needs to connect from a known device, then receive confirmation number for new accounts, then put our information in her zelle to be able to send money, and after the transfer, she should have received a text or email confirming this transaction.

  On top of that, she was aware she paid the deposit and this is why she was expecting us to move her on Oct 6th when she rejected the service. She was aware she paid, she sent the money and waited for us to do the move but didnt want to pay the difference on the inventory she has informed in the begginning vs the real inventory that was adjusted the day we arrived to the moving. 

  I am sorry she couldn't do the move with us, but we did our best. 

   

  PS: find attached the email we send to all our customers after they pay the deposit.