Complaints

This profile includes complaints for Emerald Isle Moving LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Emerald Isle Moving LLC

  6446 NW 5th Way Fort Lauderdale, FL 33309

• 

  Emerald Isle Moving LLC

  8531 Via Romana Apt 2 Boca Raton, FL 33496-4312

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:12/11/2024

  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.

  We hired this moving company to move furniture from Honor MIchigan to Algonquin IL.Spoke with **** ***** initially, described what was needed and he quoted us $1974.00. We explained to him the item list will change. He assured us that was no problem, they would work with us as long as we didnt add too much. Job number E7522583. They took 2 deposits . Only available option was some form of Echeck. We also explained to him this was a court ordered move. WE agreed on the price. On our way to Honor Michigan, in a middle of a snow storm, we received a call from their **************************** for another itamized list. New price was $5,200.00. Also a non refundable $500.00 change fee. When we voiced our displeasure, the gentleman was rude and abrasive, put my wife on hold and threatened to hang up . He said we can deal direct with the driver. He would charge us double. We felt we had no choice but to sign new documents with the new estimate. They had us. The movers did show up. 3 guys in a rented Budget truck working for Four seasons moving. We had ro write them a check for half the deposit, nothing to do with emerald moving. more money because they had to go up steps. We did receive a call fro Dispatch the day before they were to arrive and gave us a window of 12 to 3 pm. In addition, he informed me the only form of payment at deliver was CASH. This has been a horrific experience. I do not want another senior citizen to be exposed to this company.

  Business Response

  Date: 12/23/2024

  ******* BORA booked relocation services with EMERALD MOVING LOGISTICS on 11/20/2024. At the time of booking the client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 38 PIECES. Based on the items provided, it was determined that the client would need a space reservation of 318 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $3.30, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $1974.09 with an immediate deposit payment due of $945.00.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  The client also requested packing services in their subsequent ***************** appointment totaling $650.00 for 5 glass top tables, 2 mirrors and one china hutch.
  On 12/5/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client added 5 pieces to the moving inventory and made other adjustments which increased her space reservation to 671 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $5099.66 with an immediate revision fee of $1200.00 due. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  The clients pickup window was for 12/7/2024 -12/8/2024. The day before this window began the client was notified that their pickup would take place on 12/8/2024 and her drivers would be arriving between 8 am - 12 pm. When the client carrier FOUR SEASONS MOVING *** arrived they loaded up the noted items. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  The client chose a first available delivery date of 12/9/2024. It is explained on the Bill of Lading issued during pickup that the First available Delivery Date (FADD) is not the date of delivery, however the first date the customer is available to receive the goods. This date is obtained to ensure the drivers do not arrive before the customer is ready. The clients items were traveling 347 MILES, based on our delivery spreadsheet this is expected to take 1-7 BUSINESS DAYS. 
  We have since not heard from the customer with the exception of them calling on 12/10/2024 for a delivery update. The carrier, Four Seasons, subsequently informed us that they have been delivered successfully. Having abided by all *** regulations we consider this matter closed.
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  Emerald Moving Logistics managed my move from ***********, ** to ***********, **. The company quoted me $1900 for the move but when the movers arrived to pick up my items, they said they needed $700 more for additional space and and additional $485 to pack up some fragile and unpacked items. My items were in a storage unit in ***********. I had already moved to *********** so was not able to be present when the moving company picked up my things. Emerald Moving Logistics is a brokerage company. They arranged for ******************* to pick up my items and deliver them to my home in ************** items were picked up on Oct. 7th and delivered on Nov. 19th. I was assured by ******* ***** of Four Ever Homes and by **** ***** of Emerald Moving Logistics that my items would be wrapped and packed for safety. When my items arrived, only 2 items were partially wrapped and everything else arrived unwrapped and unpacked, as a result every item arrived damaged. Damage ranged from shattered glass, to gouged wood, to structural damage to furniture. I estimate the cost to repair and replace all damaged items to be around $10,000.

  Business Response

  Date: 12/16/2024

  Upon receiving this complaint we reviewed the customers file and noted that she was directed to her carrier and provided claims information to rectify her damages. 

• Initial Complaint

  Date:11/18/2024

  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.

  In October 2024, I hired Emerald Moving Logistics for a long-distance move from *********, **, to ****, **, scheduled for October 7-8. I initially paid a deposit of over $700 to Emerald, followed by two additional payments to All Moving Services: $500 before the move and $577 upon delivery. After Emerald mismanaged my moving date, causing significant delays and confusion, I had to pay another $500 just to proceed. In total, I paid $2,277 for the move. However, when the delivery finally arrived, only half of my belongings were delivered. The rest of my items were never received and are presumed stolen by All Moving Services. Despite numerous attempts to contact both Emerald Moving Logistics and All Moving Services, I have been met with no clear answers, solutions, or acknowledgment of accountability for the loss of my property.The move, arranged under Job No. E7520756, was initially quoted at $1,905.43, but due to unexpected fees and poor handling, I paid significantly more, only to have my belongings mishandled and stolen. I am now seeking full compensation for the value of my missing items, along with reimbursement for the financial loss, inconvenience, and emotional distress this ordeal has caused. I request immediate action to address this matter and provide fair restitution for the stolen items and the mishandling of my move.

  Business Response

  Date: 12/02/2024

  ****** ***** booked relocation services with Emerald Moving Logistics on 10/2/2024. At the time of booking the client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 63 pieces. Based on the items provided, it was determined that the client would need a space reservation of 300 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $4.05, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $1905.43 with an immediate deposit payment due of $749.56.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  The contract issued to The client clearly states the applicable cancellation policy, which allows the customer ************************************************************************************************************ order to receive a refund of the deposit paid. Should a customer cancel beyond the 72 hour cancellation window they will be ineligible for a refund of the deposit paid. When the client signed and agreed to the contract, this is one of the terms they agreed to. 
  The clients pickup window was for 11/9-11/10/2024. The day before this window began the client was notified that their pickup would take place on 11/10/2024 and her drivers would be arriving between 2-4 pm. When the client carrier All Moving ************ arrived, confirmed the volume of 300 cubic feet and did not apply any additional charges. 
  We have since received an email accusing this agent of stealing because he was unclear on the delivery process which customer service subsequently explained to the customer. We also requested elaboration but never got a response. We informed the carrier who stated these accusations were untrue. We have also provided claims info to the customer. 
  
  

• Initial Complaint

  Date:09/23/2024

  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.

  On 8/19 i entered into a moving contract with Emerald Moving. The coordinator who i worked with (******- who said he wasnt a broker and this would be handled from start to finish with Emerald moving) quoted me as a "mini move" after i gave him a short list of items with description i needed to move. After a quality check i added a few items to the move list, thus the price increased marginally. I agreed to it, and scheduled for my items to be moved from ****** to *********** on 8/31. (i'll add getting confirmation or any further details after 8/19- was incredibly difficult- and i later discovered that Emerald Moving had brokered out my move to Moving Logistics, ***** who was even worse to work with. when i confronted emerald moving about this they said it was an "affiliated partner") Upon my items getting picked up by Moving Logistics, **** they said "******" under quoted how much space i would need and charged me an additional $1000. It was communicated to me by "******" that my items would arrive between 3-4 days from pick up- this did not happen, but rather the truck finally arrived 9/11. During this almost two week period it was never communicated where my items were, and i rarely got a straight answer from anyone when i was able to get ahold of someone. My items arrived with several pieces of furniture being damaged/ broken beyond repair and im also missing a few items.What i thought was a convivence of having someone move my items 800 miles which i was willing to pay for turned out to be an absolute nightmare- im now out an extra $1000 from the extra space i had to "buy" on the truck and the damage to my furniture exceeds $2000.I have little faith i will see any compensation or resolution from this company- their business practices are unethical and deceptive.

  Business Response

  Date: 10/03/2024

  ****** *****  booked relocation services with Emerald Moving Logistics on 8/19/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 45 separate pieces. Based on the items provided, it was determined that the client would need a space reservation of 300 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $4.90, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $2250.00 with an immediate deposit payment due of $805.00. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  On 8/27/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client added 7 pieces to the moving inventory which increased her space reservation to 399 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $3371.48 with an immediate revision fee of $600.00 due. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  
  The clients pickup window was for 8/30-8/31/2024. The day before this window began the client was notified that their pickup would take place on 8/31/2024  and her drivers would be arriving between 8am - 12pm. When the client's carrier Moving Logistics arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract increasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  It is explained on the Bill of Lading issued during pickup that the First available Delivery Date (FADD) is not the date of delivery, however the first date the customer is available to receive the goods. This date is obtained to ensure the drivers do not arrive before the customer is ready. The clients items were traveling 862 miles, based on our delivery spreadsheet this is expected to take 7-14 business days. 
  The customer has since been delivered and provided claims information for some damaged and missing items so she can file her claim and be compensated for those items.
  
  

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22327605
  
  I am rejecting this response because: The communication from emerald logistics was inaccurately provided to me. Per my phone call with "******" (who conveniently no longer works there) i would require space for a "mini move", i later disclosed some additional items to emerald moving at which point they increased the cubic feet i would need on the truck- i willingly paid for that. I do not believe ****** accurately quoted me the amount of space i would need- as my sofa alone took up almost 2/3 of the space he quoted me for- i will add i said i had a 90" sofa from the first call we had. So either he/they do not know how to estimate cubic feet or they intentionally under quote knowing at the time of pick up you will need more space, and thus have to pay because you really have no other choice- what are you going to do leave some of your stuff behind??  Additionally, ****** told me my items would arrive 3-4 after they were picked up, which clearly didn't happen- per the bill of lading it says 7-14 days. Again, the verbal communication was inaccurate and misleading. 

  Additionally, i was told Emerald Logistics was not a broker- clearly they are. I had little to no contact with them after i paid my deposit, the truck that showed up to pick up my items was a rented Budget truck- the company was Moving Logistics, **** the only proof i had that that was in fact the company was the paperwork provided to me- the movers weren't wear any company issued shirts, and one of the movers was a local person paid $100 to help. The whole process was misleading and deceptive. Regarding my broken/ missing items, i'm told it could take 5 months to see any compensation/ resolution on it, and even then im VERY doubtful what i get will even cover the loss. 

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

  Business Response

  Date: 10/15/2024

  From the time of booking we received 10 incoming phone calls from this customer and over 20 separate timestamped notes on her file for each and every contact we had. The customer stated she had damages after being delivered to which we responded providing her claims information for the agent that executed her pickup in accordance with *** and ***** regulations. 

• Initial Complaint

  Date:07/29/2024

  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.

  I enter** into a moving agreement with Emerald Moving Logistics (DOT# *******) to movecertain items from ******** to *******. The sales person stat** that without purchasing anyadditional insurance, I was cover** for up to $2000 without a d**uctible. We spoke about this onthe phone and he ensur** me that this would be the case. Upon arrival in ********, anothercompany, All Moving Services (DOT# *******) arriv** for the pickup. We were not ask** tosign the Bill of Lading, so presumably the driver sign**. In *******, yet another company arriv**in a U-haul. These were two men who requir** that we sign the Bill of Lading and pay (in cashor certifi ** check only) or they would not unload the truck, holding our items hostage. We didnot know the shape of our items at this point. After paying and signing, they show** us the stateof the items. One item, an air hockey table, had all of the legs broken and in a pile. The move was very few items and almost all had some level of damage. An antique table that was a family heirloom had the top brokenoff, the air hockey table's legs were completely destroy**. The movers tri** to put the legs on thetable and my son nearly lost his toe when, upon a slight touch, they collaps**. The arcademachine was scratch**. We rais** this to Emerald, with whom we had the contract, and they saidthat because the driver sign** the **** this supers**** the contract with Emerald and theinsurance we reli** upon. I fi ll** out a very long form provid** by All Moving Services whichresult**, after several months, in just an offer for $49.

  Business Response

  Date: 08/08/2024

  ********************* booked relocation services with Emerald Moving Logistics on 5/15/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 8 pieces. ***** on the items provided, it was determined that the client would need a space reservation of 300 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $4.50, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. ***** on the space reservation and services needed, the client was offered a quote of $2037.46 with an immediate deposit payment due of $696.00. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  The clients pickup window was for 5/16-5/17/2024. The day before this window began the client was notified that their pickup would take place on 5/16/2024 and her drivers would be arriving between 2:00 pm-4:00 pm. When the client carrier All Moving Services LLC arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract increasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  The client chose a first available delivery date of 5/17/2024. It is explained on the Bill of Lading issued during pickup that the First available Delivery Date (FADD) is not the date of delivery, however the first date the customer is available to receive the goods. This date is obtained to ensure the drivers do not arrive before the customer is ready. The clients items were traveling 1379 miles. ***** on our delivery spreadsheet this is expected to take 5-14 days but was delivered on 5/23/2024. The customer called saying that some of their items sustained damage during the course of delivery and on 5/29/2024 the customer was provided claims information via email by our customer service department. 
  
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22058539
  
  I am rejecting this response because:

  First, this statement is false: "It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded." We did not have all items loaded. Rather, certain items were left off of the truck to keep the cost to the original size and price. I am glad that I did as these remaining items were fragile and would no doubt have been broken.

  Second, this statement is false: "Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed." I was not present at the pickup location and did not sign the Bill of Lading in ********* 

  I do not question or have complaints regarding the delivery date nor was the delivery urgent, so this is not in question.

  The delivery company and drivers knew the items were broken and both those movers and myself took photos at the time of delivery as the evidence of the damage was apparent upon delivery. I was advised that I must make a formal complaint through a website which I did, so to suggest that I waited several days before noticing any damage is completely false. The damage was immediately visible, in many cases even before the product was removed from the truck.

  My agreement with Emerald included a $0 deductible of up to $2,037.46. Emerald scams consumers as it utilizes a third party and upon a consumer signing the Bill of Lading, Emerald claims this coverage is invalid as the Bill of Lading supersedes the agreement with Emerald. This is clearly designed to mislead and defraud consumers and I was taken advantage of here. As I stated, for settlement purposes only, I want is for Emerald to cover the replacement and repair of two items. First, the air hockey table where the legs were completely destroyed and second, repair the antique table that was my now deceased grandmother's.

  I am not asking for anything beyond which what I was promised by Emerald. As I did not sign the Bill of Lading upon loading and only signed upon arrival in *******, as the movers would not unload the items, even though they knew the air hockey table legs were already broken, so I feel that my agreement with Emerald should cover these amounts under the $0 deductible coverage that I was promised. Emerald seems to have used a negligent moving company and default to the negligle DOT coverage for damages.

   

   

   

   

  Business Response

  Date: 08/14/2024

  We believe there is confusion around the claims process and what is covered. When you contracted us to service your move, the estimate provided comes with standard cargo coverage up to $10,000.00 PER pound PER article as we explained to **************** via email on 7/3/2024 (see attached file notes). The price you continue to site here of $2037.46 was your total estimate price and the other values beneath the "Full Value Protection Amount of Liability" is optional and is always superseded by the Interstate Bill of Lading. **************** was provided the proper claims information on 5/29/2024 to file and process a claim and subsequently did so. The communication we have received from **************** thereafter indicates that he does not agree with the claims company's valuation of his damages. This is out of our hands and we, as an interstate motor carrier/broker, do not have any involvement in the valuation of damaged or missing goods that the carrier handled, stored, picked up or delivered, only the pickup/delivery carrier's claims insurance can advise how much compensation will be given per customer's documented damages. We hope this will help bring this issue to a close as we have followed all DOT and FMCSA guidelines and will continue to respond here as necessary. Please let us know if we can be of further assistance. Thank you and have a great day!

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22058539
  
  I am rejecting this response because:

  The fact of the matter is this company offers coverage on items that immediately gets superseded by the Bill of Lading, meaning the claimed coverage is moot and merely a way to lure customers into a sense of comfort that items are protected. Thereafter, this company uses shoddy movers who do not care about the items and pushes email links and offers of settlement amounts at DOT limits, which are far less than the coverage that was claimed. Even though the items were known to be damaged upon arrival, I was required to sign the Bill of Lading before the items were removed from the truck, thereby (at that point only as I did not sign the *** at pick-up) voiding the provided coverage. Other than in order to defraud customers, seduce customers or misrepresent and mislead customers, there is no point of coverage at all if this company knows that the *** will replace that coverage upon pickup. This is simply unfair to all customers. I have been more than fair in merely asking for the cost of the completely broken and damaged items, not exceeding the original coverage offered, and not including damaged to other items from the move. This company is not focussed on customer service, but rather a shell game that pushes liability and responsibility to third parties.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/22/2024

  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.

  My family and I relocated from ***** **** to ********** *****. We went with Emerald Moving Logistics as the company to move our belongings to *****. Many communications occurred in the mouth of June. Including a few estimates and a deposit. The pick up was scheduled for July 2nd-3rd. The company came around 5pm on July 2nd to pick up everything we own. We also have a now 4 month old baby. We were assured the delivery would be delivered asap and we said we would be ready for delivery on July 5th. I was told the delivery would be made in 3 to five days. As the drivers could drive 500 miles or 8 hours a day. Since my items have been picked up I have had to call this company for many updates. I have been giving the run around with other numbers to call of dispatchers and drives all of which continue to say they either cant help or give some excuse on why it hasnt been delivered yet. I have been told 4 different times that my order was about to arrive and it never comes. I am concerned that all of my belongs have been stolen. I would just like my belongings returned back to me

  Business Response

  Date: 08/08/2024

  ********************************* booked relocation services with Emerald Moving Logistics on 6/7/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 40 pieces. Based on the items provided, it was determined that the client would need a space reservation of 431 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $3.80, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $2438.39 with an immediate deposit payment due of $1757.69.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  On 6/28/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client added 35 pieces to the moving inventory which increased her space reservation to 751 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $5294.74 with an immediate revision fee of $1500.00 due. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  The clients pickup window was for 7/2-7/3/2024. The day before this window began the client was notified that their pickup would take place on 7/3/2024 and her drivers would be arriving between 8:00 am-12:00 pm. When the client carrier *********************** arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract increasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  The client chose a first available delivery date of  7/4/2024. It is explained on the Bill of Lading issued during pickup that the First available Delivery Date (FADD) is not the date of delivery, however the first date the customer is available to receive the goods. This date is obtained to ensure the drivers do not arrive before the customer is ready. The clients items were traveling 1220 miles. Based on our delivery spreadsheet this is expected to take 5-14 days but was delivered on 8/2/2024. The customer called saying that some of their items sustained damage during the course of delivery and on 8/2/2024 the customer was provided claims information via email by our customer service department. She also stated that she would be contacting an attorney and would not allow further assistance from our office before abruptly disconnecting the call.
  
  

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I researched companies on line. An agent named **** contacted me and the estimate was about the same amount as if we would have rented a U-Haul truck and they would have someone that would load and unload the items. I explained to Mark multiple times that the pick up location was on the third floor. I did not want to be told that there would be a large hidden fee for stairs. He told me each time that when the people came out to move us they would assess if there needed to be a stair fee but it would at most be $75. Furthermore, he explained they do this all the time and there is very little chance of a stair fee because stairs are worked in to the base fee. I explained to him that there were about 30 boxes and three small furniture items. He said the base package would be big enough for a small one bedroom apartment with furniture like a couch and bed.The estimate we signed showed the Emerald Logistics name and address. They said we would need pay a deposit and then 50% of the balance at pick up and 50% at delivery. Nothing was ever said that they were merely a third party company that hired local and long distance movers from the area. He also never told us that there might be a fee if there was a longer distance that the movers would have to walk. We got the cashiers checks from the bank that were payable to emerald as instructed. The movers go there they were local. They would not take the cashiers checks because it needed to say their name. They added a lot of money for the stairs and because it was a distance from the parking lot. This was about $1000 extra dollars. I requested a call from customer service, ***** sincerely apologized for them giving us miss information about the cashiers check and the fact that the agent assured me there would be no stair fee and if their was it would be small. I requested a call from a manager. They didnt call back right away. We will see if they do. The deposit is basically a third party fee to book a local movers.

  Business Response

  Date: 07/02/2024

  ********************* booked relocation services with Emerald Moving Logistics on 5/29/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 35 pieces. Based on the items provided, it was determined that the client would need a space reservation of 300 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $4.40, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $2,405.40 with an immediate deposit payment due of $1,105.00.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  The clients pickup window was for 6/24-6/25/2024. The day before this window began the client was notified that their pickup would take place on 6/25/2024 and her drivers would be arriving between 8:00-10:00 am. When the client carrier Sala Moving and Storage, an interstate motor carrier and agent within out network (not a local mover),  arrived it became evident that the client had additional stairs at his pickup property, not listed on the estimate. These additional stairs exceeded the original reservation price, therefore according to the contract increasing their price to accommodate the additional services needed to safely load their items onto the truck. It was explained to the client that if they wished to avoid incurring additional costs they could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  We have 6 documented recorded calls  from the clients day of pickup, 6/25/2024, that he was responded to by both customer service representatives and the customer service manager. Please see date and time stamps on attached notes.
  
  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21902010
  
  I am rejecting this response because: I would like to hear the original call with the representative. If you listen to that call you will hear that I told him multiple times about the stairs and his response. Also it will be demonstrated by that message that there was never an explanation that they were merely a third party who hired other companies. It will also be demonstrated in the recording of the call with **** that there were multiple things that I mentioned in my complaint 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/15/2024

  Our moving coordinators are 1099 contractors and we do not record their calls as it is illegal to record calls for 1099 contractors. We do however record all incoming and outgoing calls from the **************************** All company policies and DOT guidelines are available for review in the estimate provided to you upon booking. Our policy on stair fee's is included and information on how many stairs are included for free, our moving service is detailed noting that brokering services can be offered if necessary (typically for our clients moving from or to ****** and Hawaii > the continental US is serviced by any one of our carriers within our network based upon the location of pickup and delivery, not a third party. The carrier that executed ****************** pickup was a contracted agent within our network, Sala Moving and Storage of ******************. We encourage you to review your contracts for any further information you may need regarding your moving service. 

  Business Response

  Date: 07/15/2024

  Our moving coordinators are 1099 contractors and we do not record their calls as it is illegal to record calls for 1099 contractors. We do however record all incoming and outgoing calls from the **************************** All company policies and DOT guidelines are available for review in the estimate provided to you upon booking. Our policy on stair fee's is included and information on how many stairs are included for free, our moving service is detailed noting that brokering services can be offered if necessary (typically for our clients moving from or to ****** and Hawaii > the continental US is serviced by any one of our carriers within our network based upon the location of pickup and delivery, not a third party. The carrier that executed ****************** pickup was a contracted agent within our network, Sala Moving and Storage of ******************. We encourage you to review your contracts for any further information you may need regarding your moving service.
  

• Initial Complaint

  Date:06/21/2024

  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.

  We over estimated our contents and provided a detailed list of our large items the $6000.00 tripleed in price to over $18000.00. We have been lied to at ever turn as to when our property may or may not arrive. This is costing us hundreds of dollars to keep frozen goods frozen, rental of furniture so we have a place to sleep and countless other expenses.This entire process has been a bait and switch situation. The company continues to be non-responsive in all requests for information and is actively avoiding our communications via phone and text.

  Business Response

  Date: 07/01/2024

  ********************* booked relocation services with Emerald Moving Logistics on 4/2/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 211 pieces. Based on the items provided, it was determined that the client would need a space reservation of 886 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $3.65, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $4542.15 with an immediate deposit payment due of $1560.00.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  On 6/12/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client added 53 pieces to the moving inventory which increased her space reservation to 2114 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $12,474.14 with an immediate revision fee of $3000.00 due. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  The clients pickup window was for 6/15-6/16/2024. The day before this window began the client was notified that their pickup would take place on 6/15/2024 and her drivers would be arriving between 8:00-10:00 am. When the client carrier Northern Elite Van Lines arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract increasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  The client chose a first available delivery date of  6/17/2024. It is explained on the Bill of Lading issued during pickup that the First available Delivery Date (FADD) is not the date of delivery, however the first date the customer is available to receive the goods. This date is obtained to ensure the drivers do not arrive before the customer is ready. the clients items were traveling 619 miles. Based on our delivery spreadsheet this is expected to take1-7 days but was delivered in 3 days time.
  
  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21882876
  
  I am rejecting this response because: The statements made by Emerald moving are heinously false. They were provided a very detailed list of large items and box counts, even going as far to question the number of boxes they were told that we would have. It does not fall on us that they failed to utilize this information to properly estimate the cost and provide that information to their subcontractor, furthermore the statement that they delivered our possessions within 3 days is absolutely false as well it took 8days from the time of pick up. We had initially been told that the trucks would be loaded and brought straight to *********, however what actually took place was they loaded two different trucks took them back to their warehouse unloaded them then reloaded them on to another truck. At that point after it departed ********** it then took 3 days for it to ******** a distance of 600 miles. At which point Emerald failed to meet the obligations of their contract as we unloaded close to 70% of the truck ourselves as they did not appropriately hire help. 

  In addition to our complaint with the BBB, we are still cataloging the damaged goods for a claim with Emeralds insure 

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

  Business Response

  Date: 08/08/2024

  ********************* booked relocation services with Emerald Moving Logistics on 4/2/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 211 pieces. Based on the items provided, it was determined that the client would need a space reservation of 886 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $3.65, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $4542.15 with an immediate deposit payment due of $1560.00.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  On 6/12/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client added 53 pieces to the moving inventory which increased her space reservation to 2114 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $12,474.14 with an immediate revision fee of $3000.00 due. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  The clients pickup window was for 6/15-6/16/2024. The day before this window began the client was notified that their pickup would take place on 6/15/2024 and her drivers would be arriving between 8:00-10:00 am. When the client carrier Northern Elite Van Lines arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract increasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  The client chose a first available delivery date of  6/17/2024. It is explained on the Bill of Lading issued during pickup that the First available Delivery Date (FADD) is not the date of delivery, however the first date the customer is available to receive the goods. This date is obtained to ensure the drivers do not arrive before the customer is ready. the clients items were traveling 619 miles. Based on our delivery spreadsheet this is expected to take1-7 days but was delivered in 3 days time.
  

  Since this first response the customer has been delivered ( customer was delivered within 3 days time ) and was subsequently provided the proper claims information for the damages she claimed to have. 

  Business Response

  Date: 08/13/2024

  Since our first response we have also provided claims information for the carrier per this customers' request

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 21882876
  
  Good afternoon, 
  Though I do not have the list of items provided to Emerald Movers on 4/4 2/24, I do have the list provided on 6/12/24. The complete inventory consists of the follow items: Glass cabinet, rocker recliner, coffee table, dining room table, 4 benches, bass amp cabinet and rack, Oversized tool chest (provided dimensions and weight), engine hoist, 2 engine stands, deep freezer, rocking chair, 5 end tables, anvil, anvil stand, safe, large air compressor, 3 kayaks, sewing table (provided dimensions), 2 sofas (provided dimensions), arm chair, work bench, *******************, deck box, grill, commercial deli slicer, queen bed, queen frame, 2 twin foundations, king bed, king frame, stand up AC, 2 tv, 2 wires shelving units, full size freezer, 2 dry sinks, 25 large plastic totes, and 200 boxes (mixed sizes). This equates to about 278 items. Due to the increased price, after our conversation with Emerald Movers, we chose to move the following items ourselves: Full size freezer, 3 kayaks, work bench, commercial deli slicer, *******************, 1 dry sink, and 1 wire rack. This brings our item count to about 269 estimated items. The amount of items on our bill of lading was 308 items. So, with removing 9 large bulk items, and only having a margin or error or 40 non bulk items it is appalling that our bill should increase by $6,939.47 to bring our total to $20,818.42. That is a charge of about $173.49 per additional item. At this rate, the accounted for items would have equated to about $53,434.92. This is the definition of extortion. 

  
  When we booked with Emerald we were told that the movers could only drive 400 miles per day. With this we were told that our movers would arrive on Monday June *******, just 2 days after pick-up. On Monday no one called us for a delivery date and I was told that because they have to drive about 1300 miles. I tried to correct this over the phone and was told that theyre computer does it automatically and that there was nothing they could do about it. I tried to explain that there is no possible way the drive from ********** to ************** was this many miles and we were dismissed. On Wednesday June 19, our items still hadn't arrived. We were directed to speak with NorthEast Movers, the company that the job was subbed out to. The representative was incredibly rude to us and told us that NorthEast Movers had the right to hold our things for 10 days and then up to another 3 weeks to deliver them. So now, our price increased by $6,939.47 and it would be up to a month until we got our things. At this point we were forced to buy the day to day items as our items were being held hostage. On Saturday June 22 at about 2pm we were called by NorthEast Movers that they would be there on Sunday June 23. They also told us that they would only take cash or a **** money order. I protested as I had been told every step of the way that I could pay with a credit card and I was berated about reading my contract terms. I attempted to explain that if a company states that a customer can pay a certain way then that voids the contract terms. The representative told us that she didn't care about what we were told and that if we didn't pay those ways we wouldn't be receiving our items. So on a Saturday, in the south, after 2 pm, in an area where we didn't have a bank set up yet, we had to go to over a half dozen ATMS, pay the fees and withdraw cash as ALL post offices in the area close by 1pm. When it came time to pay, the driver couldn't even be bothered to give us change and wrote on the paperwork that we paid in exact change (we didn't). To add insult to injury, we had to unload 70% of the items ourselves as there was no one with the driver for the first 2 hours after delivery.
  

  We have never experienced such a blatant disregard for customer service. This was an obvious bait and switch tactic. Additionally, Emerald Movers uses very selective verbiage (items vs box counts) to justify these thuggish tactics. 
  Please let us know if you need us to provide any additional information. 
  

  Thank you. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/27/2024

  We have thoroughly reviewed your file and noted your complaint. Upon booking (4/2/24) you reserved 880 cubic feet based on the inventory you provided. In quality assurance (6/12/24) you added items to your inventory list bringing the total volume up to 2114 cubic feet which resulted in a payment of $3000.00 due that day to reserve the extra space on the truck and this revised estimate was signed and agreed to along with the corresponding payment authorization form. Upon pickup the ******* performed his revision and found to safely load all items onto the truck there would be a total of 3150 cubic feet. This was noted on your Interstate bill of lading which was also subsequently signed and agreed to. Your delivery took only 3 days time per Northern Elite Van Lines as you opted into a "direct delivery" or otherwise referred to as a "straight delivery". You were provided the proper claims information for any damaged or missing items on 6/26/24. 

  The service that we said we would provide we did. We have offered customer service from start to finish and will continue to as necessary. Our company honors and abides by all of the DOT and FMCSA's regulations and through the course of ************** move we still have not deviated from those regulations in addition to taking the most personal approach we can. We hope this response will settle and conclude this matter. Thank you. 

• Initial Complaint

  Date:06/19/2024

  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.

  On April 23, 2024, I contacted Emerald Logistics (legal name Emerald Isle Moving LLC) regarding a move from ******** to *******. I spoke with a representative named *****, whose phone number and email are now invalid, about moving several items. ***** confirmed that the total space required would be less than 300 sq. ft., as reflected in the attached estimate.However, I encountered two immediate issues with this broker firm. First, they assured me they would handle the move directly, yet they subcontracted the job to a third party. Second, the initial estimate was significantly inaccurate, resulting in an additional charge of $900 by the movers.Furthermore, the movers damaged my items during the process. Given the items' value exceeded $20,000, I specifically instructed ***** to include replacement insurance in the estimate. Now, I am in a dispute with the third-party movers, who claim they were not informed about the insurance. Attempts to reach ***** have been unsuccessful (please see the attached documentation). We are seeking repair cost of the leg of our brand new dresser (purchased on 4/21/24 for $1800).I am very disappointed with the entire process and would appreciate your prompt assistance in resolving these issues.

  Business Response

  Date: 06/25/2024

  ************************************* booked relocation services with Emerald Moving Logistics on 4/23/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 5 items, 36 pieces. Based on the items provided, it was determined that the client would need a space reservation of 300 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $4.25, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $1916.13 with an immediate deposit payment due of $729.41.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  
  The clients pickup window was for 5/11-5/12/2024. The day before this window began the client was notified that their pickup would take place on 5/11/2024 and her drivers would be arriving between 7-9 am. When the client carrier Northern Elite *** Lines arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract increasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  After this client's delivery the customer service department was contacted by this client who explained she had some damages to the items that were loaded onto the truck. At that time, 5/21/2024, we provided the client with claims information for Northern Elite *** Lines per what the *** requires so she could be compensated for those damages. As noted in her estimate and subsequent Interstate Bill of Lading, her items being moved were covered up to $10,000.00 at a rate of $0.60 per pound per article. We requested a copy of her Bill of Lading to review and forwarded the client this document so she could file her claim when we received it on 6/3/2024.
  
  

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21874303
  
  I am rejecting this response because:

  Thank you for your response. However, my original complaint was not addressed; instead, you merely confirmed the details I outlined.
  
  While it is true that I was initially quoted for 300 sq ft, I specifically informed the representative, *****, about the weight and dimensions of each item. ***** assured me that these items would only fill 100 sq ft but that the minimum charge was for 300 sq ft as required by the ********** of *************** I agreed to this but made sure to confirm that the items would be insured at their value. As I am not familiar with moving terminology, I trusted that the information I provided was accurately reflected in the agreement.
  
  On the day of the pick-up, I was not present at the location, but my friend was. The moving company, Emerald, stated that they would use a third party for the move, which ***** had never informed me about. Additionally, my pick-up window was changed from 8-10 am to 11-1 pm without any notification of further delay. I attempted to contact Emerald, the third party, and *****, but received no response because it was Saturday. I continued to call and text, as evidenced by the attached screenshots of my texts with *****. Finally, I received a call from the mover after 3:30 pm, informing me that he would arrive between 4 and 4:30 pm.
  
  When the mover arrived, he stated that the items exceeded the quoted amount. This was particularly frustrating because I had provided ***** with the dimensions to avoid such a situation. I had no choice but to agree to pay an additional $900 to move the items as my friend needed them out. Since I was not there, I never received a Bill of ******, nor did my friend.
  
  Fast forward to the delivery, the movers called and asked if they could deliver between 7 and 9 pm the day before the scheduled delivery. I agreed, but they neither showed up nor responded to my initial texts. When I called, I spoke to the owner of the movers and the driver, who confirmed they would arrive before 9 am the next day. They eventually arrived after 9:45 am. Upon inspection after the movers left, I discovered that one leg of my new dresser was damaged.
  
  I called Emerald, who informed me that I needed to file a complaint with another third party, which I did. It was then that I learned ***** did not insure my items as requested and that I would only receive $0.60 per pound for the damage. I am irate. I have attempted to contact *****, but his email and phone number are out of service.
  
  I now have a brand-new dresser with damages caused by the move. I request a prompt resolution to this matter, including adequate compensation for the damage.

  Finally, I would like understand the reason that  your business name is different on the *** site and your paperwork I have.
  
  Thank you for your attention to this matter.
  

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

  Business Response

  Date: 07/05/2024

  We received your response rejecting the proposed compensation from the claims company. Please review this excerpt from your signed contract detailing that you must pursue the carrier for all claims. This information was provided to you on 5/21/2024 as a resolve for the damages incurred at pickup and/or delivery. Unless 3rd party insurance was purchased prior to your pickup you are covered by the standard coverage up to $10,000.00 at $0.60 per pound per article. 

  *Number 4 below "Understanding your Estimate": 

  4. The customer has hired ********************** as a ********************** carrier / broker. Emerald Moving Logistics reserves the right to broker out any job as we see fit. In the event a third party carrier completes the pickup and delivery, Emerald Moving Logistics is not responsible for any acts or omission of the carrier or its employees/agents. The customer must pursue the carrier for all claims, including property damage, and personal injury or death. This includes, without limitation, any claims to property, any claims for damage to property, lost or stolen goods, delayed pick-up or delivery, the actions of estimators, drivers, packers, or movers. Emerald Moving Logistics will act on behalf of the customer in resolving any claims or delay issues with the carrier. The carrier's maximum liability is limited to the lesser of the following: (A) The amount of the actual loss or damage. (B) An amount equal to sixty cents per pound, multiplied by the actual weight of the lost or damaged article. (C) The lump sum declared value. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21874303
  
  I am rejecting this response because:
  
  My issue is not with the document I signed but with the inconsistencies in what was initially communicated by the representative, ***** (who ironically no longer works there), the lack of customer service (especially during pick-up with a significant delay), and the overall lack of compensation. It is unfortunate that what was verbally communicated to me was not followed through, and I had to rely solely on the fine print.
  
  Regarding the claim of added items, no additional items were added. All sizes and weights were provided directly from the companys website where we purchased the items. This should be evident in your recorded lines.
  
  Additionally, I would like to understand why the company states they will handle the move when they are actually a broker, and a third party manages the transaction. ***** stated that "his guys" would be moving us and that he would be reachable on the day of the move because his dispatcher would be working it. It turns out Emerald Moving Logistics is not the real name; the legal name is Emerald Isle Moving, which has two separate websites. Why the name change?
  
  In summary, my complaint is more about the inaccurate information and poor customer service than the items themselves. Ultimately, it comes down to helping the customer, doesn't it?
  
  Thank you.
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:06/13/2024

  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 hired Emerald Moving Logistics for my move from ******* to ********. They required $716 deposit through their secure link website which was paid on May 22, 2024. The agreement was to pay the remaining balance upon pick up and another at drop off. I told Emerald logistics that for the pick up date I would be paying by money order and to not utilize the same account I used for the $716 deposit. However, that morning of moving day, June 3rd, Emerald automatically charged the same account. The account overdrafted and I was left with fees I had to pay. The moving company that arrived was not Emerald. Emerald subcontracted a company named Four seasons moving **** This was not disclosed to me at the time of reservation. During the move, the movers damaged my property inside a newly renovated condominium. The damages are costly and at this time I do not have the funds to fix them. The condominium cannot be put up on the market until these damages are fixed. Before the movers left, they provided me with a new contract that I had never seen before. Four Seasons was requesting $2500 in addition to what I had already paid. I did not have any extra goods that I added onto the move to justify such an increase . The supervisor said they will look into it and get back to me with a revised charge taking the damages under consideration.Four Seasons is holding my property hostage without explaining the extra charges. Anytime they are asked any questions they deflect or do not answer at all. I filed a complaint with consumers affairs. In addition, I will be contacting representatives who deal with discrimination of disabled persons such as myself. Four Seasons claims they do not accommodate disabled individuals.A violation of federal ***************. Instead, they expect anyone irregardless of their disabilities to be present for a delivery date that is not confirmed , and with only 24 hour notice.

  Customer Answer

  Date: 06/13/2024

  Thank you for your immediate action to this matter. I have attached correspondance between me and the Four Seasons Moving Company who provided the new contract on the day of the move, June 3, 2024. The point of contact at Four Seasons is *******************.Myself and my family have tried to communicate with her by email, text, and phone.She deflects from answering our questions. Today she claims a revised contract was created by their broker Emerald Moving Logistics on May 30th with my authorization. i never signed a revised contract from Emerald. It is my first time seeing this document. I believe it is falsified. As a person that had a max ****** of $2000 for this move, am unemployed , disabled with numerous medical bills, on public assistance; I would never agree to this revised contract. I recently reported this scam to Consumer Affairs, contacted both the Florida and new York Attorney general offices. They mentioned they have numerous cases like mine. The ************** has a department dedicated on cracking down on moving scams. I also contacted the office that handles violations of the American Disability Act and pointed out that the moving company is in direct violation of their consumers responsibility to accomodate disabled individuals. In my case, providing a time frame in advance so I would be able to reserve an ACCESS-A-RIDE vehicle who can provide transportation to the delivery site and also assist me from my 4 story apartment and into the vehicle. there are clear discrepencies that must be addressed. I have been advised to notify the authorities to help in retrieving my personal belongings, which Four Seasons refuses to to disclose where they have been placed. My mother recently passed a few months ago.It is her things and my late fathers things that are being held hostage. It is what they left me to remember them by. Its all I have left. I hope you can assist me in getting this all back to me and holding these two companies accountable for fraud, manipulation, theft, and not mention the damages their movers left in my parents condominium. Four Seasons has photos of the damages and claims that they are not responsible but to file a claim thru a third party for a refund of damages, but after they are paid in cash.

  Business Response

  Date: 06/25/2024

  ************************* booked relocation services with Emerald Moving Logistics on 5/23/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 11 items, 45 pieces. Based on the items provided, it was determined that the client would need a space reservation of 300 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $4.30, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $1987.55 with an immediate deposit payment due of $716.00.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  On 5/30/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client's updated inventory was revised to 12 items, 60 pieces which increased her space reservation to 401 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $3163.11 with an immediate revision fee of $700.00 due. the client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  The clients pickup window was for 6/2-6/3/2024. The day before this window began the client was notified that their pickup would take place on  6/3/2024 and her drivers would be arriving between 10:00am- 2:00pm. When the client carrier Four Season Moving *** arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract increasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed.