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:10/23/2025

  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.

  Date of Transaction: September 2, 2025 Amount Paid: $1,145.00 Business Name: Value Added Moving/Moving Storage and Logistics Inc.Complaint: On September 2, 2025, I paid $1,145.00 via cashiers check made payable to Moving Storage and Logistics ***** as directed by Value Added Moving, for a moving service scheduled at a later date.I signed the service contract based on Value Added Movings clearly stated 72-hour cancellation policy, which specifies that cancellations made within that time frame are eligible for a 90% refund (minus a 10% merchant processing fee). This policy is documented in the attached file ValueAddedMovingContract.I submitted written cancellation requests within 72 hourson Sept 3 and again on Sept 4 and several phone callsthen followed up via email on Sept 22 and Oct 2. I have received no refund and no response despite multiple attempts.Desired Resolution:I am requesting a refund of $1,030.50, which reflects 90% of the original deposit, as clearly outlined in the contract and justified by the documented cancellation timeline.

  Business Response

  Date: 10/23/2025

  Good day Jing **** **,

   

  We sincerely apologize for the delay in processing your refund. Unfortunately, we experienced some system issues that caused delays in completing several refunds. We will forward your case to our billing department to ensure it is resolved as soon as possible. We apologize again for any inconvenience this may have caused. We will have a representative reach out to you to go over any specifics

  Thank You

  Value Added Moving

  Customer Answer

  Date: 10/23/2025

   
  Complaint: 24052445
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** **

  Business Response

  Date: 10/24/2025

  Good day,
  
  
  We understand there may be disagreements regarding the system issues we've communicated. We would prefer to resolve this directly with you rather than through the BBB platform.
  
  
  Please feel free to contact us by phone or email at your convenience to discuss this further.
  
  
  Customer Service

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

  Customer Answer

  Date: 10/24/2025

   
  Complaint: 24052445
  
  Thank you for your response regarding my BBB complaint. But I must express my concern and frustration.

  Over the past two months, I have contacted your company multiple times by phone, and each time I was given the same explanation that the issue had been escalated or sent to the billing department, yet no refund was issued and no one followed up with me.
  
  As I stated in my original complaint, I canceled the service within the 72-hour window, in full compliance with the terms of your contract. As such, I am entitled to a 90% refund of the $1,145 deposit, which totals $1,030.50. This is a straightforward case that has already been unreasonably delayed.
  
  Please provide a clear and specific timeline for when the refund will be processed and when I can expect to receive it. I also request that your billing representative contact me by email within 48 hours, as promised.
  
  If this matter is not resolved promptly, I will have no choice but to continue with escalation through the *****, the ********************************, and ***** Fargo, and update my BBB case to reflect your ongoing delay.
  
  Thank you, and I look forward to your immediate response.
  
  Sincerely,
  
  ******** **

• Initial Complaint

  Date:10/04/2025

  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 was quoted around $2800, I had a little bit more than what I told them. Like 30 light boxes more then they suddenly hiked up my **st to just over $7k.Also for days I been calling to enquirer how long it would take. I was told finally at the end of packing it **uld over a week. I would never have used your ** if it was that expensive and that long a drive.Yesterday I spoke to a guy in your Deerfield park office who said that $7k fee did not sound **rrect and that he would find out what happened and would call me back. I was never called back either.I am having a dreadful experience with your **mpany ****** *********

  Business Response

  Date: 10/06/2025

  Good day ******,
  We sincerely apologize for the experience you had with your moving service. Upon reviewing your file, we see that your original estimate was based on 450 cubic feet of space to be loaded. As outlined in the signed estimate, if the actual volume exceeds the estimated amount, a revised estimate will be presented during the move. Additionally, the delivery spread stated in your agreement specifies a timeframe of 714 business days, beginning from the first available date for delivery.

  Customer Answer

  Date: 10/07/2025

  I was never ever informed upfront on what my load would have **st! If I was told before they started packing then I would have cancelled on the spot.

   

  i was never e er I formed of delivery time after **untless calls, emails to find out. If I knew the length would have been this long I again worms have cancelled with this **.

   

  By law am I not allowed to hear these details first before **mmitting to them or not? I was never given these details so I was scammed or bait & switched. 
  

  Again in the beginning I would have never used this ** if I knew of these **stly and lengthy restrictions. 
  

  ??? 

  Customer Answer

  Date: 10/07/2025

  If I was never informed of the inflated pricing and duration, which would have allowed to make the decision of declining, is this not a breach of contract? I spoke to a lawyer now who says because of not informing me upfront of the costs and duration of trip is a breach of contract ! 

  Customer Answer

  Date: 10/07/2025

   
  Complaint: 23972129
  
  I am rejecting this response because:

  I was never ever informed upfront on what my load would have **st! If I was told before they started packing then I would have cancelled on the spot.

   

  i was never e er I formed of delivery time after **untless calls, emails to find out. If I knew the length would have been this long I again worms have cancelled with this **.

   

  By law am I not allowed to hear these details first before **mmitting to them or not? I was never given these details so I was scammed or bait & switched. 
  

  Again in the beginning I would have never used this ** if I knew of these **stly and lengthy restrictions. 
  

  ??? 

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

  Business Response

  Date: 10/07/2025

  Hello ******,

   

  The crew does and did inform you of what the cost of the move is before they started packing and loading. Also, the delivery spread is listed on the estimate, which was read and signed. Below I have listed the delivery spread as it is presented in the estimate:

  Delivery times: ESTIMATED
  Distance (Mi) Est. Delivery Window 
  1 - 500: 3-7 business days 
  501 - 1000: 3-10 business days
  1001 - 1500: 7-14 business days 
  1501 - 3000: ***** business days
  Please be advised that it may take up to a total of 31 business days for delivery of household goods to all states by law. 
  The timetable for delivery begins on the first available date in which you can receive your delivery at your final destination provided.
  
  

  Customer Answer

  Date: 10/07/2025

  I release I was never informed upfront of total costs before packing started. I was also never told how long it would take for delivery?

   

  these 2 things are vital if a mover is supposed to decide if they want to use the company or not. I was never informed of them. At the end I had to accept the costs as I was moved out and being picked up. 
  

  what are you going to do about the fact that you never were upfront about trip length and the cost of the move? I am supposed to know these facts before deciding if I want to continue with the company 

  Customer Answer

  Date: 10/07/2025

  The co called me and wants cash or post order - this sounds very dodgy ! Why not a credit card ? Please answer ?

  Customer Answer

  Date: 10/08/2025

   
  Complaint: 23972129
  
  I am rejecting this response because:

  I release I was never informed upfront of total costs before packing started. I was also never told how long it would take for delivery?

   

  these 2 things are vital if a mover is supposed to decide if they want to use the company or not. I was never informed of them. At the end I had to accept the costs as I was moved out and being picked up. 
  

  what are you going to do about the fact that you never were upfront about trip length and the cost of the move? I am supposed to know these facts before deciding if I want to continue with the company 

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

• Initial Complaint

  Date:10/01/2025

  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.

  Paid a deposit of ***** for a long distance move. When the movers arrived they said I must pay them ****** dollars to move. That was not on my contract and they refused to refund my deposit when I would not pay additional monies. They tried to pull a bait and switch and extort $****** from me

  Business Response

  Date: 10/02/2025

  Good day *****,

  
  We have reviewed the notes regarding your move on 9/30. The final volume totaled ***** cubic feet, which was ***** cubic feet more than originally estimated. Additional packing materials were also required to properly service your move.

  
  As outlined in your signed estimate, canceling on the day of service is considered a late cancellation and is therefore non-refundable. This situation was not a bait and switch; the accuracy of the estimate is based on the level of detail provided to your representative at the time of booking. The agreement also specifies that certain items may incur bulky item fees if they are too heavy or cannot be stacked.

  
  You were given the option to load the truck with the amount of goods you were comfortable paying for, and you chose not to proceed with the full volume. Based on the signed terms and conditions, we are unable to provide a refund.

  
  Best regards,

   

   

• Initial Complaint

  Date:09/30/2025

  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.

  Mover keeps changing delivery date causing major disruption to my international travel plan. Aside from increasing price by 40% over estimation when they showed up for pickup, the mover onsite gave me estimate of delivery of 2-3 days. When I called the next day for specifics, the broker said 3-5 days. When I called again 2 days after that, the dispatcher gave me 7-10 business days. I would like to get solid commitment of delivery date at least.

  Business Response

  Date: 09/30/2025

  Good day Wenxiu,

   

  We are very sorry to hear of the confusion with the delivery date changing. Please contact us so we can assist you and locate whats causing the random modifications. Regarding the increase onsite, the signed estimate does state in the event you exceed the estimated amount of cubes there will be a revision presented at the time of pick up.  The estimated delivery range of dates are 5-10 business days based on your moves miles totaling 568.  

   

  We can request a delivery eta from the carrier and provide you the details once we have been given an update.

  Thank you 

  Value Added Moving

• Initial Complaint

  Date:09/27/2025

  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 contracted with Value Added Moving. My original quote was $3400, after I called several times to update my inventory I finally spoke to ****. After talking to **** several times, updating my inventory im deposits were $4k with my total for the move now at $7200. Fast forward to 9/26/25. The moving truck shows up and they only scheduled me 1/2 of a 27ft truck for a 1500 square house. They do their walk through and ** its $13k. I couldn't have been more transparent with what we were taking. I even gave them an exact box count separate by size. I even padded my inventory by 15 med boxes that were never even here. Now I have to leave stuff behind ****** we now way over budget and our savings account has been wiped out. I am a 100% service connected Veteran permanent and total disabled and on a fixed budget. Its going to be a very long time before me Nd my wife will be able to breath financially. I talked to the owner ***** on the 26th and he told me he was going to go back and look at some stuff and call me back, instead he has ghosted me. I will never use a Veteran owned anything ever again. ***** says he is a Marine. If a Marine will treat people like this. He needs to stop saying that because its giving the rest of us Veteran's a bad name.

  Business Response

  Date: 09/28/2025

  Good day ****,

  
  We have reviewed your file, including the original estimate and the revised paperwork from the day of pickup. Your initial estimate was based on a load of ***** cubic feet, but at pickup, the actual load increased to 2625 cubic feet. Please note that we cannot book a move based on the square footage of a homeonly on the detailed inventory of items to be loaded. The accuracy of the estimate depends on the information and descriptions provided during the booking process.

  
  As stated in the signed estimate, if the actual cubic footage exceeds the original estimate, the ******* is required to present a revision reflecting the additional space needed to accommodate the full load. The terms also specify that any revised amount is the customers responsibility, whether you load the original estimate or the revised total.

  
  We understand that you have expressed frustration and mentioned leaving multiple negative reviews if we did not cover the difference. While we value your feedback, we must follow the agreed-upon terms.

  
  Lastly, we would like to thank you for your service as a Veteran.

  
  Kind regards,

  Value added Moving

   

   

   

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23942085
  
  I am rejecting this response because: i couldn't have been more transparent with you if I tried. I gave you an exact box count I. My garage small, Med and lrg. Anything outside that I gave exact measurements of those boxes. The large boxes you saw in the photos are large  ot x large. I told you guys that the u box was top to bottom front to back full of totes. I have a 3 bedroom house. You guys did not do your job correctly. Also the thank you for my service means absolutely nothing coming g from your company since ***** mocked my mental health disability when I text him this morning and he send back the VA suicide hotline number. That right there and how this while thing has gone that tells me loud and clear that you guys do not give a c*** about Veterans. 

  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 09/30/2025

  Your guy never asked for any details on anything I said we were bringing. I said dinner table and chairs and that's all the info requested. If I would of known that you needed measurements I would of given them.  Ut when I called ******** didn't look at a **** thing and just said, if that's what they are telling you, that's what you have to pay. Didn't look at anything. Then when ***** the owner called me and I told him what happened he said, let me get back to the office Nd look at somethings and I will call you back, and he never did. At this point I was livid. Then when ***** finally did call me back on monday, after everything was picked up, he wouldn't let me get a whole sentence out without him interrupting me and talking over me. 

  Customer Answer

  Date: 09/30/2025

  Oh and now therebis a problem with my stuff being delivered and something g tells me Value Added Moving has their hands in that too

  Business Response

  Date: 10/15/2025

  Good day ****,
  

  Thank you for reaching out.
  

  We understand your concerns and want to clarify that our estimates are based solely on the details provided to us at the time of booking. Unfortunately, were unable to generate accurate estimates based on square footage alone, as every move is unique and depends heavily on the specifics you share.
  

  Regarding your recent interaction with our representative: please know that it was never our intention to dismiss or make light of your mental health or disability. We sincerely apologize if you felt that way your experience matters to us, and we take all concerns seriously, especially those expressed by our veterans.

  
  When you shared thoughts of self-harm, ***** provided the contact information for professional support services out of genuine concern. As our team members are not trained mental health professionals, he believed that was the most appropriate and respectful course of action.
  

  We appreciate your feedback and thank you again for bringing this to our attention.

   

  Customer Answer

  Date: 10/18/2025

   
  Complaint: 23942085
  
  I am rejecting this response because: 

  First of all, I never expressed ANYTHING about harming myself. I would never do that as I don't believe in it. That is a flat out LIE. I told ***** about my depression and he mocked it. 

  Now for the original complaint. As I stated you guys did not schedule a big enough truck. Let's take the U-Box for example. 5x7x8 comes out to 280 sf. That leaves 920 square feet. I gave you guys an exact box count of small, medium and large boxes. If they were sizes other, than that I gave **** the dimensions of those. **** never once asked for the dimensions of anything. Not how Big the Jacuzzi was, how big the dining room table was, how big each section of the couch was, never asked for anything like that. **** assumed them. Then when the movers came I was hit with a 6k increase if what I was expected to pay. When I called about it ******** told me "If that is what they are saying then that is what you have to pay. Then you started blaming me, saying I wasn't upfront with you guys. I couldn't of been more transparent about it. I even padded my load with 15 medium boxes THAT WERE NEVER EVEN THERE. I asked to speak to *****, he called me and said he was on his way to the office and he would call me back. He didn't call me back until Monday. That was when I text him that I was ****** and that was when he sent me the VA Suicide Hotline number mocking my disability. He ***** say I mention hurting myself then ***** is a LIAR. Well I already knew that. You guys have your star rating at 4.8. Trust has you guys as of today at a 2.2. You guys have a LONG history of s******* customers. Then you contract with another company that has a worse rating then you guys. This isnt an uncommon thing with you guys, you do it all the time. I lost count of all the others that you have sone this exact same thing to. You and Loadruns are in breach of contract as of right now. Loadruns sent me a claim form but after reading all their claim reviews, im just going to go after you guys for everything. I did not sign a contract with that horrible company, I contracted with you. As I have stated before, I will never again do business with any company that has "Veteran Owned and Operated" ever again. You guys give the rest of us Veterans a BAD name. I tell this stuff to my Veteran friend and they all say the same thing. They cant believe that a "Veteran Owned and ***************** would treat anyone not just Veterans the way I have been treated by you guys, and before you say anything about how I have conducted myself with you guys, you are the company in the customer business. You have to take what ever that customer says. My depression makes it almost impossible for me to control my anger once I get upset. Part of my diagnosis. But I know you guys do not give one s*** about that. You guys like to mock people disabilities. You guys have done absolutely NOTHING to solve my complaints except to tell me that there is nothing you will do. That is why I will see you guys in court, at currect with broken or missing items and the money I had to put out over my original quote is over $10K and climbing. We are still unpacking. 

  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 10/19/2025

  I have all text messages from ***** saved and archived.  I never mentioned anything about self harm, but I did let ***** know about my depression and how all of this had effected my mental health. It was after I told ***** about how upset and angry I was that he sent me the  VA Suicide Hotline number. You guys didn't give one c*** that I was a Veteran. 

  Business Response

  Date: 10/20/2025

  Hello ****,

  
  We sincerely apologize for the experience you had during your interaction with *****. At this time, there is unfortunately nothing further we can do regarding the move, as the terms of the original estimate were agreed upon in advance.

  
  It appears ***** was being sincere in offering the hotline number, as he felt the conversation had become unproductive due to remarks that were not conducive to a professional resolution. While we understand this may have been a frustrating situation, it's important to note that the volume of your move did exceed the originally estimated number of cubes, which necessitated adjustments to the space required.

  
  If you'd like, we can ask ***** to reach out and apologize for any misunderstanding and for attempting to assist in the most appropriate way he could.

  
  Thank you for your understanding.
  Best regards,
  Value Added Moving

  Customer Answer

  Date: 10/20/2025

   
  Complaint: 23942085
  
  I am rejecting this response because:

  No you guys are 100% at fault. You guys never asked for the dementions of one single thing. I gave you guys the measurements of over or different sized boxes. You didn't ask for the detentions of the jacuzzi,  not the tool boxes or the table saw, not the beds or if there was a frame or foot and headboards, not the area rug, armoire, barbarbque, bench, cat trees, dinning room table, desk chair, dresser,  hope chest, night stands, recliner, scrap wood holder,  sofa, steel tubs, student desks, end tables (2 different sizes), tv stand, utility closet,  vacuums, garden tools in holder,  nothing. **** guessed on everything. 

  Then there was the smoker, 2 cat trees, 4 patio chairs, steel tubs, and 15 medium boxes that didn't even make the trip, never loaded on the truck. The boxes never existed in the first place. I added those to pad my inventory so I could avoid what turned out happening. 

  From the article list the boxes and UBOX is almost 500 square feet. That left us 700 square feet for everything else because **** only scheduled 1200 square feet. The wood working toolbox is 5 feet long and 3.5 feet high. But you wouldn't no that because **** just wrote down it as wood working toolbox never asking anything about how big it was. I could go on and lost the sizes of everything but I dont have enough room on here. You know like the truck you guys scheduled for my 3 bedroom,  2 bath, 2 car garage house with a jacuzzi. You know, all that stuff that was on my article list. 

  As for what I said about *****. I said that because I refuse to thing that a Veteran would treat anyone let alone another Veteran the was  I've been screwed by you guys and the way you guys have treated and screwed other customers. I've read more reviews about ****************************************************************** then I have read in my 59 years on this planet, and Yes ***** sent that suicide hotlime number not out of concern, because I know he could careless but to flat out mock me. I know that by the way he talked to me over and over. That started on the very first time I ever talked to him. You guys refuse to do anything because you do not want to. You guys are leaving me bo choice  but to take you to court once we are done unpacking. I need to get an items list of everything damaged or broken first. Our 1.5 year old jacuzzi was broken. You know, that thing that you never asked me the size of, just that it was a new 2 person jacuzzi.  

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/26/2025

  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.

  1. We were told a 48-hour turnaround time from the date of our move to items arriving to our new house by your company. We then were told by Unlimited ********************************************** the day before pick up, that it would be 7-10 business days.2. We were told 6-8 hours for movers packing. It ended up being over 13.5+ first day plus a whole other afternoon.3. We were quoted $6,300 - ended up being around $12,500 total.4. Drivers showed up 2.5 hours late the first day.5. Moving day ended up being a day later, no reason given.6. Were provided a moving truck that was too small & we provided as accurate of an inventory list as possible that included larger items &ball boxes/bins.7. One of our movers the first day was very rude & disrespectful, asking us to get him ************ which would have required leaving our house unattended with just the movers and our belongings.8. Didn't label boxes adequately & their taping covered the written labels we already made on the boxes which made it incredibly challenging to get items to the appropriate rooms without having to unbox, de-tape, etc.9. Didn't know this would involve multiple companies. We thought Value Added Moving was the moving company not broker. We wouldn't have allowed Unlimited ********************************************* to be moving company based on poor ****************************** rating.10. Movers today left tape, boxes, trash, etc. in our driveway when we were told they would clean up after themselves.11. Movers didn't unwrap any furniture items that still needed reassembly.12. Called & emailed numerous times to discuss only to be ghosted by all companies involved.Monetary Inconsistencies:-Paid for 2700 ft truck but a 2500 ft truck could have fit everything. We were told that we would get our money back if we didn't use it all of the 2700 ft of space. Paid for additional sq footage we didn't need/use.-Were told we were getting a $400 discount up front from $6700 to $6300.-Were told we would get a $200 refund for being 2.5 hours late the first day.

  Business Response

  Date: 09/26/2025

  Good day ****,

  
  First, we would like to sincerely apologize for the damaged items. If you have not already done so, please contact our customer service department to receive the claims information. I will provide the contact number at the end of this message.

  
  Regarding the transit time and delivery spread, the *************************** your signed estimate is the correct transit window. The move took longer than anticipated due to the additional ***** cubic feet loaded at pickup, which required an onsite revision and extended the time needed to complete the loading process.

  
  We will review the crew who serviced your pickup and their conduct during the move. As outlined in the signed estimate, we act as a broker and do not physically move your items. The estimate also specifies that reassembly services depend on the availability of the necessary tools.

  
  The truck used for your move was a 26-foot truck. To secure a larger truck, a reserved volume of at least ***** cubic feet would have been required, which typically involves either a semi-truck or two 26-foot trucks.

  
  Lastly, the refund you were informed of is to be issued by the carrier directly. We recommend contacting them for further details regarding that process.
  For assistance with your claims, please call **************.

  
  Thank you for your understanding,
  ****** *.
  **************** Manager

  Customer Answer

  Date: 09/29/2025

   
  Complaint: 23937661
  
  I am rejecting this response because: I was given very conflicting information during the initial phone call with Value Added Moving. At no point was it told to me that another moving company was going to be assigned to our move - again, had I known it was going to be Unlimited Moving & Storage (and not Value Added Moving as it was portrayed to me during the phone call) I would have not accepted them as the movers due to their poor online reviews. Secondly, your response contradicts that quote I was told over the phone of 2-3 days for the move. I keep going back and forth with you guys because you've kept saying it's 7-10 business days but we were NEVER told that during the initial parts of the process of arranging this move. Thirdly, I felt very pressured by the **** at Value Added Moving during the initial phone calls and to sign the agreement. If you record your phone calls for monitoring/recording, you can go back and listen to how many times I was asked if I was finished reading the agreement and if I had signed it. It's multiple pages long and had I felt I was given adequate time to read, I would have caught the 7-10 business days quote and that you weren't the movers, but I felt like I had to skim over everything just to get the *** off my back during the call and to stop the sales pressure. Lastly, it was the fault of Value Added Moving that we needed a 2nd truck. We felt we gave an accurate ***resentation of our belongings and disagree that it's our fault for needing a 2nd truck. For what it's worth, one truck was able to drop off our belongings, not two. So why wasn't THAT size truck brought to our house for packing? If you wish to discuss over the phone and to stop ghosting me and return my multiple calls and emails and text messages, feel free to reach out ot me. My negative online reviews for Value Added Moving will remain.
  
  
  **** *******

  Business Response

  Date: 09/29/2025

  Good day ****,

  
  We have reviewed your concerns and would like to clarify the terms and details of your move as outlined in your signed estimate.
  Brokerage Role (Section 4 of the **************************start="394" data-end="397"> As stated in Section 4 of your agreement, Value Added Moving is a moving coordinator/broker, not a carrier. We act solely as a shippers agent and do not handle or participate in the physical move. Because of this, we are not responsible for the acts or omissions of the carrier or its employees/agents. All claims for property damage, lost or stolen goods, delays, or other related issues must be pursued directly with the carrier.
  Value Added Moving will, however, assist on your behalf in resolving any claim or delay issues with the carrier. Please note that the carriers maximum liability is limited to the lesser of the following:
  The amount of the actual loss or damage,
  An amount equal to sixty cents (60) per pound multiplied by the actual weight of the lost or damaged item, or
  The lump sum declared value.

  
  Delivery ********************start="1265" data-end="1268"> Your move covers a distance of 666 miles, which falls within the ******* mile range. As stated in your estimate, the estimated delivery window is 310 business days from the first available date you provided for delivery.

  
  For reference, the delivery guidelines are as follows:
  1500 miles: 37 business days
  ******* miles: 310 business days
  10011500 miles: 714 business days
  15013000 miles: 1421 business days
  Please be advised that, by law, delivery of household goods may take up to 31 business days in certain situations.
  Estimate and **************************start="1873" data-end="1876"> Your estimate was based on the inventory details you provided at booking. As explained in the signed agreement, if the actual cubic footage exceeds the original estimate, a revision will be presented on the day of pickup to reflect the additional space required.

  
  Please also note that a 26-foot box truck is always dispatched for pickup. Only upon arrival can it be determined if additional equipment or space is necessary.

  
  Communication and Support:

  We apologize if you felt pressured during the booking process. However, the terms and conditions were sent to you via email to review before signing, and your signature confirmed your agreement.

  At this time, we have not received any recent calls from you. Should you wish to discuss your move or any concerns further, you are welcome to contact us during our business hours of 9:00 AM 5:30 PM (Eastern Time).
  Thank you for your understanding, and we remain available to assist with any questions or updates regarding your move.
  Kind regards,

• Initial Complaint

  Date:09/21/2025

  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 booked this moving company to move my things from ******** to *******. My belongings arrived damaged beyond repair. And I have tried to dispute the charges with my credit card companies. My boxes arrived smashed and some upside down my kids bedroom sets are damaged beyond repair and need to be replaced. My bedroom items have been destroyed. Tv cord missing from my 65inch tv. ***************** table

  Customer Answer

  Date: 09/21/2025

  I have more photos 

  Business Response

  Date: 09/22/2025

  Dear [Customer Name],
  We are sorry to hear about your dissatisfaction with your recent move from ******** to *******. We have reviewed your concerns in light of the Terms and Conditions of your signed Agreement with Value Added Moving.

  
  As stated in Section 4 of the Agreement, Value Added Moving is a licensed moving coordinator/broker and does not directly transport household goods. Instead, we arrange transportation through *****-authorized motor carriers. Accordingly, we are not responsible for the acts, omissions, or damages caused by the carrier or its employees. Claims for property damage, lost items, or service-related issues must be pursued directly with the carrier. Nevertheless, per our role, we are available to assist you in forwarding and helping to resolve such claims with the assigned carrier.
  Additionally, per Section 4, the carriers maximum liability is limited to the lesser of:

  
  (a) the actual loss or damage,
  (b) sixty cents ($0.60) per pound per damaged article, or
  (c) the lump sum declared value provided at booking.

  
  Your request for a credit card chargeback has also been noted. However, Section 7 and Section 19 of your Agreement expressly state that deposits are non-refundable after reservation and that disputes must first be submitted in writing to Value Added Moving before initiating any dispute with your credit card provider. Chargebacks are not permitted under the terms you acknowledged and agreed to at booking.

  
  While we understand the frustration regarding your damaged belongings, we must reiterate that under the Agreement you signed (Section 1 and Section 4), Value Added Moving cannot provide direct refunds or compensation for damages. The appropriate process is to file a written claim against the carrier responsible for transportation. Should you require assistance in submitting this claim, we will act on your behalf in accordance with Section 4 and Section 14 of the Terms.

  
  Thank you for your understanding.
  Sincerely,
  Claims & *************************start="2469" data-end="2472"> Value Added Moving

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23914221
  
  I am rejecting this response because: When I made the booking I made clear my specific needs as to when I needed my things in *******. I told him multiple times that i needed my items delivered by my move in date of September 3rd. He assured me multiple times that there would be no problem with that delivery date since i was booking in July. He also pressured me to go with his company and that the other company i had mentioned that i wanted to use was a bad company with many complaints and they were not BBB accredited.  Turns out this company isnt either.Then to have mine and my children's belongings handled so carelessly is a slap in the face. I had to re-buy many things to even stay in my apartment so I didnt add additional charges of a hotel room for 11 days and so forth. I spent an extra $2,000 for lights and clothes and beds and blankets, cooking suppliesthat I already had. I was not informed that it could take up to 2 weeks to receive our belongings until all our possessions were loaded on a truck and new paperwork was presented to me. Paperwork that myself and the driver could not read without first taking a picture to enlarge it.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/24/2025

  Good day ******,

  
  We understand your concerns regarding the delivery timeline. Based on the distance of your move (859 miles), the estimated delivery window is 710 business days from your first available delivery date. As noted in the delivery spread section of the signed estimate, delivery of household goods may take up to 31 business days by law, depending on carrier logistics and routing.

  
  Any revisions to the estimate are provided only if there are changes to the inventory, item size, or additional packing/crating requirements.

  
  Regarding accreditation, our listings do not indicate BBB accreditation. While we are not accredited, we maintain a B rating with the Better Business Bureau.

  
  We sincerely apologize for any damaged items and encourage you to take advantage of the claims filing process. Please note that all dates in the estimate are estimates only, unless a guaranteed delivery service was explicitly purchased.

  
  Thank you for your understanding.
  Sincerely,
  Value Added Moving

  Customer Answer

  Date: 09/24/2025

   
  Complaint: 23914221
  
  I am rejecting this response because:I WAS explicitly told verbally by your representative on the phone that there would be no problem with my delivery date when I paid the deposit.  I will be sending a certified letter soon and taking further actions.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/17/2025

  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.

  In July 2025, I contracted with Value Added Moving for an interstate move from **** to ************. Their sales rep ******* misquoted my move by using square feet instead of cubic feet. I clearly disclosed that I had a 1020 storage unit (1600 cu ft) plus household furniture. Instead, my contract reflected only ****** cu ***** booking, I was told pickup would be July 14 with delivery next day. In reality, the movers arrived July 15 with a partially full truck and told me delivery could take up to 30 days. At pickup, I was pressured with a new quote of $12,999 to move everythingfar beyond the original ~$2,300 quote. They only took a fraction of my goods, charging me additional $1,152 for pickup and $500 for packing materials. At delivery, I was forced to pay $1,015 in cash/money order.Because of this misrepresentation, I had to rent a U-Haul, purchase fuel, and hire independent movers to complete my relocation. My documented out-of-pocket losses far exceeded the original quote.I attempted to resolve this directly: I called, texted, and even sent a certified Final Demand Letter with receipts. The company acknowledged receipt but refused reimbursement, telling me your job is complete.Resolution Requested: Refund of approximately $5,080.26 representing my deposit, motorcycle add-on, undisclosed fees, and additional moving costs.

  Business Response

  Date: 09/18/2025

  Good day *******,
  We sincerely regret that your experience with our services did not meet your expectations. Please know that our goal is always to provide clear communication and reliable service.

  
  As outlined in the booking process, all moves are scheduled and charged based on cubic feet. Our representatives create estimates strictly from the inventory information provided by customers. The estimate and terms & conditions specify that if the actual load exceeds the estimated cubic footage, a revision is required.

  
  In this case, the crew was only able to load a portion of the items because you declined the revised load capacity. For this reason, and in accordance with our policies, we must respectfully decline your request for a refund.

  
  We appreciate your understanding and thank you for choosing us for your move.
  Sincerely,

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23899939
  
  I am rejecting this response because:I am not satisfied with the companys response. Their summary misrepresents what occurred.
  
  I strongly dispute the businesss claim that this matter is solely about exceeding cubic footage. From the beginning, I disclosed the full scope of my move, including a 1020 storage unit (1600 cubic feet)plus household furniture. Despite this, the sales representative (*****)misquoted my job using ****** cu ft, which was less than one-third of the actual volume. This fundamental misrepresentation is the root of the dispute. This was not an error on my part I provided accurate information that was ignored.
  
  On the day of pickup, I was pressured into a drastically revised quote of $12,999 more than five times the original ~$2,300 and told delivery could take up to 30 days, even though I was promised next-day delivery.
  When I refused this bait-and-switch price, they only took a fraction of my belongings, charging me $1,152 for pickup plus $500 for packing materials. At delivery, I was forced to pay another $1,015 in cash/money order just to receive the items they did take.
  
  During the day of the move, I spoke directly with ***** by phone. He apologetically admitted he would go back and listen to the sales call recording to make it right. To date, I have never been provided with confirmation that anyone actually reviewed this recording, nor have I been offered a correction. I would welcome the opportunity to have this recording reviewed independently, as it would clearly show that I disclosed the true scope of my move upfront. I respectfully request that this recording be produced or at least reviewed by management so it can be made part of this resolution process.
  
  Because of this misrepresentation and failure to perform the move as contracted, I had to rent a U-Haul, purchase fuel, and hire independent movers to complete my relocation. My documented out-of-pocket damages total $5,080.26 (receipts and evidence provided).
  
  The companys response that I declined revised load capacity is misleading. The issue is that they never quoted the move correctly in the first place, despite being given accurate information, and then attempted to coerce me into an inflated price.
  
  To be clear: I am not disputing that the actual load exceeded the cubic footage stated in the contract. I am disputing that the original estimate was never prepared correctly despite my full disclosure. This was not an error on my part but a failure by Value Added Moving to provide a quote that accurately reflected the information I gave them upfront.
  
  Resolution Requested: I continue to request reimbursement of $5,080.26 for breach of contract, misrepresentation, and the additional expenses I was forced to incur.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/19/2025

   

  We have carefully reviewed your rejection of our prior response and wish to clarify our position in accordance with the signed Terms and Conditions of our agreement.

  
  First, per Section 1 of the Terms and Conditions, the written agreementincluding the signed estimate, Bill of Lading, and governing tariffrepresents the entire understanding between you and Value Added Moving. Any verbal representations or assurances made by an estimator do not supersede the written contract. In the event of conflict, the Bill of Lading controls.

  
  Second, as outlined in Section 9, your Binding Not to Exceed estimate is based entirely on the item list and description provided by the customer at booking. The agreement specifically states:
  If any additional pieces, packing services, cubic feet, volume, weight or labor services are added at the origin or destination to those quoted, the customer shall be charged for these ******************** at the governing tariff rates.
  While you dispute that the estimate was incorrect, the signed contract makes clear that revisions are permitted and binding when the actual shipment size, services, or volume exceed the scope of the original estimate.

  
  Third, Section 14 states that all pickup, load, and/or delivery dates are estimates only, with no guarantee unless the customer purchases a guaranteed delivery option. You acknowledge that you were advised delivery could take up to 30 days, which is consistent with the terms of the agreement.

  
  Fourth, Sections 4 and 5 make clear that Value Added Moving acts as a licensed interstate moving broker, not the carrier. The carriers tariff governs final charges, and the carrier is solely responsible for transport, timing, and handling of goods. Any disputes regarding damages, delivery delays, or operational decisions must be pursued directly with the carrier, although Value Added Moving will assist in facilitating communication.

  
  Fifth, under Section 20, refusal of service on the day of pickup or denial of service is treated as a late cancellation outside the cancellation window. Once service begins, the customer remains responsible for all charges related to pickup, labor, packing materials, and delivery in accordance with the tariff.

  
  Lastly, as stated in Section 15, disputes are subject to the neutral arbitration process established under federal law. Arbitration is the proper venue to address disagreements over scope of services, estimates, and charges, as it provides a neutral third party review of both parties positions.

  
  For these reasons, your request for reimbursement in the amount of $5,080.26 cannot be honored. The contract terms you signed clearly outline the conditions under which charges are assessed and disputes resolved.

  Should you wish to pursue this matter further, you may do so through the arbitration process outlined in the Terms and Conditions.

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23899939
  
  I am rejecting this response because: I reject this response.
  
  Value Added Moving continues to avoid addressing the core issue: I fully disclosed the true size of my 1020 storage unit (1600 cubic feet) and additional household furniture before booking. Despite this disclosure, your sales representative misquoted the job using square footage instead of cubic footage, which created a grossly inaccurate estimate and set me up for surprise charges at pickup.
  
  This was not a matter of exceeding cubic footage it was a misrepresentation at the quoting stage despite my good faith disclosure. On the day of pickup, ***** himself stated on the phone he would listen back to the recording and make it right. To date, I have never received confirmation that this recording was reviewed or considered. I request this recording be produced or acknowledged.
  
  Had I been quoted properly for approximately 1600 cubic feet, I would have never agreed to use your company at all. That cost would have been far beyond my budget, and I would have declined service. Instead, I was assured repeatedly that all my items would fit with no problem, which turned out to be false.
  
  Your continued reliance on boilerplate contract sections ignores the fact that the contract was built upon a fundamentally flawed and misleading estimate. I did not receive the service that was represented or contracted.
  
  Since this response is unsatisfactory, I will now proceed with filing complaints with the ***** and the Attorneys General of Pennsylvania and *******, in addition to preserving my rights to pursue arbitration or litigation if necessary.
  
  Sincerely,
  ******* ******

• Initial Complaint

  Date:09/15/2025

  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 thought i was hiring a legitimate moving company! We agreed on them picking my motorcycle up and some toat bins a kitchen table, a king size mattress, two 75" televisions, and a 60" televisions,and a few miscellaneous items, that I was told could be added if needed. This biggest uhaul that uhaul has showed up! This is when the ******** begins. There's ONLY one guy there to move and the truck was already loaded with other people's belongings!! The mover then tells me, he only has 300 cubic square feet of space to put my belongings!!! ***? I did NOT know that this would be the outcome. My bike did NOT get picked up neither did my kitchen table!! They started talking s*** and wanting additional money!!! I was told in order for them to bring my motorcycle it would be an additional $500.00 dollars! I could have and should have rented a uhaul and loaded my on things. There was only ONE guy there to move my things and nothing that we spoke about over the phone was given me to me!!! In the verbal agreement over the phone on the recorded line. I was told that the items I listed would be picked up to be moved and THEY DID NOT HONOR THE AGREEMENT!! THEY SCAMED ME!!! ONCE I PAID THE INITIAL $980.00 DOLLARS !! EVERYTHING WE SPOKE OVER THE PHONE WAS WAS NONVOID!! IT DIDNT MATTER AT THAT POINT!! THEY HAD MY MONEY ALREADY AND THAT'S WHEN ALL H*** BROKE LOSE!! UNACCEPTABLE AND JUST PLAIN WRONG!!!

  Business Response

  Date: 09/30/2025

  Good day *****,

  
  We are truly sorry for the experience you had during your move. We would like to clarify a few important points outlined in the signed estimate.

  
  As stated in the agreement, Value Added Moving operates solely as a moving broker and does not participate in the physical loading of items. The estimate also explains that if the actual cubic footage exceeds the original estimate, a revision will be provided to reflect the actual volume being loaded.

  
  The reserved space of 300 cubic feet was based on the initial estimate and did not require a second helper. The ******* was correct in advising you of this reserved space. Additionally, we are only able to operate within the terms and conditions of the signed estimate. We cannot honor any verbal agreements or adjustments that are not documented and signed.

  
  Please also note that certain items listed as bulky may incur additional fees based on their stackability and the extra labor required to load them. These details are clearly stated in the estimate you reviewed and signed.

  
  Thank you for your understanding, and we sincerely regret any frustration this situation has caused.
  Kind regards,

• Initial Complaint

  Date:09/14/2025

  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 am very disappointed with the service I received. I was told I would get a crew of 3 movers with white gloves. One guy showed up by himself in a truck (no gloves). We had to help him load and unload. I was quoted an amount for way more stuff than what I told them I had. The person (******) I spoke to on the phone said that they would take off the end price for what I had below what was quoted. The mover refused to take anything off of the amount. The company also told me that I would be able to pay via credit card but the mover refused to take anything other than cash or zelle. The mover even broke my tv.

  Business Response

  Date: 09/15/2025

  Good morning ***** *** ********,

  
  We sincerely apologize for the inconvenience you experienced during your recent move. It is never our intention for clients to assist the crew with loading or unloading, and we are currently investigating why this occurred.

  
  We also deeply regret the damage to your TV. Our claims department will provide the necessary documentation for you to file a claim once your delivery is complete.
  Please note that the signed estimate specifies that credit card payments are not accepted at the time of pickup; however, digital payment methods are allowed. We will also be requesting the paperwork from the pickup to review the inventory that was loaded.

  
  Unfortunately, we were not contacted during the pickup, as we may have been able to assist with the issues at that time. I did not find any notes indicating that adjustments were made to the final balance. However, please be assured that the initial deposit is always deducted from the total amount due. If there was a miscommunication regarding this, we truly apologize for the confusion.

  
  Thank you for bringing these concerns to our attention. We are committed to resolving them as quickly and fairly as possible.
  Best regards,

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23881139
  
  I am rejecting this response because: there was no miscommunication. Your representative (******) clearly stated that if the inventory was less than what was on the estimate, it would be taken off the amount that was owed the day of the move. 
  

  The customer service associate that answers the emails is also extremely rude. I tried to reach out about my issues and they told me to go cry to my mother. 

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

  Business Response

  Date: 09/25/2025

  Dear ***** ***,

  
  We are very sorry to hear about your disappointment with our services and sincerely apologize for the inconvenience you experienced. After reviewing your file, I did not find full packing services included in your signed estimate. I regret that you felt the need to assist the *******; however, the volume of items loaded exceeded the original expectations.

  
  Please note that the estimate does not provide for any adjustment or absorption of the final price when the reserved space is exceeded, and the crew is not required to offer a discount under these circumstances.

  
  Regarding your television, we can provide you with the claims information so you may file for potential compensation.
  Additionally, as stated in the terms of the estimate:
  Payment Terms: Upon booking, a deposit is required by ACH/eCheck, bank wire, or direct deposit into the company account. Credit cards ****** **********, Discover) may not be an acceptable form of payment for deposits and are generally not accepted on the day of service. At pickup, the carrier may collect up to 70% of the total charges, payable by cash or postal money order. The remaining balance must be paid in full upon delivery by cash or postal money order. Under federal law, full payment is required before delivery and prior to unloading.

  
  Thank you for your understanding. Please let us know if you would like us to send the claims information or if you have any further questions.
  Kind regards,
  ****** W
  Value added moving 
  
  

  Customer Answer

  Date: 09/26/2025

   
  Complaint: 23881139
  
  I am rejecting this response because: I reached out to the business to start the claims process for my tv and they sent me the phone number of a completely different company that had no record of me being a customer. 
  
  Sincerely,
  
  ***** *** ********

  Business Response

  Date: 09/26/2025

  Good day ***** ***,

   

  Please give us a call as we can assist you to make sure the proper details were sent to file the claim. 

  Customer Answer

  Date: 09/29/2025

   
  Complaint: 23881139
  
  I am rejecting this response because: I called the main number and followed the steps to create a claim. No one has called me back. 
  
  Sincerely,
  
  ***** *** ********