Complaints

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

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  Safeway Moving

  5237 NW 33rd Ave Fort Lauderdale, FL 33309-6302

• 

  Safeway Moving

  5217 NW 33rd Ave Fort Lauderdale, FL 33309-6302

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:03/26/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safeway moving company was hired to pack and move our items from our home in ********, ** to *******, **. Based on conversations with **** from Safeway, we were told movers would come January 29, 2025 to pack our ************** January 30, 2025 to load our items and begin the cross country road trip. This was not the case. The movers came on January 29, 2025 under the impression they were only loading our items; not packing. This resulted in a 13 hour day of unprepared movers frantically packing our items, as they were told they were required to finish the job that same day. People were at our house from approximately 9 AM until 11 PM (which created a hardship with a 1 year old in the home). Additional workers arrived at 9 PM to attempt to help finish the job. We discovered after our move that **** promised us false information & that the pack/load is typically done in 1 day. Our contract states we declined a virtual or physical estimate; which we were never offered by **** or anyone else.Our contract states the movers would clean up after unloading our items in **; which never happened. We purchased insurance offered through Safeway. The contract states the company is to be in possession of our items no longer than 21 days (that is how long the insurance covers for); Safeway did not deliver our items until March 1st resulting in over 21 days. We did have items damaged as well as missing and were told our coverage was expired, but that the contract says we have a specific amount of time after delivery to file a claim and that we are within that time frame. The insurance gave us a 3rd party number to file a claim with; who then told us we are not eligible to file a claim and has ignored further communication. We called Safeway about the above issues (except the insurance issues), and were told they would look into the complaint and get back to us by the following week. That time frame has passed and we have yet to hear back.

  Business Response

  Date: 03/31/2025

  Dear Ms. ************** want to take a moment to express my sincere apologies for any frustration you experienced during your move with Safeway. Our goal is always to provide a seamless and stress-free relocation for our clients, and I regret that your experience did not fully meet those expectations.
  Regarding your concerns, Id like to clarify that your move included a full packing service, and it has been confirmed that this service was provided. However, your move did not include unpacking services. The only items scheduled for unpacking were those wrapped in our blankets, as we needed to retrieve them. Additionally, debris removal was not part of your move, as this is an additional service. I understand that these details may have led to some misunderstanding, and I truly regret any confusion.
  Management has carefully reviewed your file, including the claims process facilitated by the third-party provider. As a resolution, we would like to offer you a reimbursement of $800. To proceed with this, we will send you a settlement form that will need to be signed. Additionally, we kindly request that any negative reviews related to your experience be removed from all platforms.
  Please let me know how you would like to proceed, and I will be happy to assist you in finalizing this matter. We truly appreciate your business and the opportunity to make things right.

  Customer Answer

  Date: 03/31/2025

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

  I do not want this case considered closed until Safeway Moving follows through on their end. 
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 04/02/2025

  I have yet to hear from Safeway moving regarding their offer made on BBB. BBB closed the case because I accepted their offer, but nothing is done to ensure they follow through with the offer. 
  

  thank you, 

  Business Response

  Date: 04/03/2025

  Good morning *****,

  A text message was sent to you this morning confirming your mailing address. We apologize for the delay in response. The settlement form will be sent today and upon receiving it back we will send a check to the address provided.

  Customer Answer

  Date: 04/06/2025

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

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to move my home from CA to IL on 5/30/24. They did a virtual walk thru of my home and belongings and provided a quote. Day of move they provided a truck that was too small to fit all my things needed to send a 2nd truck the next day and then proceeded to try to charge me an astronomical price AFTER everything was loaded. We went back and forth for HOURS with the office and finally reluctantly agreed on a price. My 1st order arrived in an acceptable time frame my 2nd order did not arrive until mid July and only after I contacted the company on a daily basis inquiring about my items. The 2nd part was brought here by a company that wasn't Safeway they tried to say that they couldn't fit in my driveway and wanted me to pay an add'l $2k to "shuttle my items" to deliver. My items were mixed in with 2 other deliveries. They were taking down boxes that weren't mine they had no manifest of what was mine and I had to print out what I had singed off on when they loaded my items. I HAD TO mark off the boxes and count to make sure they were mine. When my 1st order arrived MANY FURNITURE pieces were DAMAGED. I could not submit a claim until my 2nd order arrived. I submitted the claim in Nov as they told me I had 180 days to do so. On 12/6/24 the sent me an email saying that they would provide me a final resolution in ***** days. As of this morning I have not received a response from them. I emailed them and called into the office. I just received a response and after they damaged multiple dressers nightstands speakers headboards and footboard (we have a 5bd home) they are offering me $146!!!!! That doesn't even cover the time it took me to take pictures and label all the damages and submit to them. EVERYTHING they collected from me was in NEW condition. There is not enough space here to write all that they did wrong. Once they got our money no one was willing to do the right thing. Office is also pretty much non existent. ********** of a company!

  Business Response

  Date: 03/12/2025

  ******,

  We are currently reviewing your complaint. A response will be provided once the review has been completed.

  If you have any supporting documents to back up your claim, we would greatly appreciate them being sent in.

  Customer Answer

  Date: 03/20/2025

  I have many more pictures of other pieces of furniture, but I cant add them here because there isnt enough space. I also want to note that they lost the screws to two of the bed sets in order to put the headboards and foot boards together and to attach the rails for the ************ and mattress. When they disconnected the TVs after they packed everything up, we noticed that they left behind all the wires and cables, which we also had to pack up and make sure not to lose it so that when it got here, we could connect everything. Multiple people at this company told us lies about the move about where our things were about how long it would take to get and every time we tried to follow up with someone, we either got an attitude or the person was no longer answering my move coordinator decided to take off to ****** during my move. I had no point of contact. It was only after calling consistently that I was able to get someone to get my second order shipped to me which also at that point I didnt know if I was missing items or not because the way that they packed up the truck was ridiculous. They did the whole inside of the house, but then decided to leave stuff behind for the second truck, which was supposed to be only the garage so when things arrived here, my daughter did not have any of her clothing. We did not have three of the mattresses and spring boards so therefore the beds couldnt even be put together.. and like I mentioned prior a different company delivered our second shipment tried to extort us for an extra $2000 to Unload the shipment and they had no manifest no idea what they were dropping off to us. I had to sit there and do all the legwork of counting the boxes and marking the boxes off and they even tried Give us boxes that did not belong to us, so Im pretty sure that had we not been the first stop of those deliveries in that truck somebody else would definitely had gotten some of my belongings

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23019898
  
  I am rejecting this response because:

  I have many more pictures of other pieces of furniture, but I cant add them here because there isnt enough space. I also want to note that they lost the screws to two of the bed sets in order to put the headboards and foot boards together and to attach the rails for the ************ and mattress. When they disconnected the TVs after they packed everything up, we noticed that they left behind all the wires and cables, which we also had to pack up and make sure not to lose it so that when it got here, we could connect everything. Multiple people at this company told us lies about the move about where our things were about how long it would take to get and every time we tried to follow up with someone, we either got an attitude or the person was no longer answering my move coordinator decided to take off to ****** during my move. I had no point of contact. It was only after calling consistently that I was able to get someone to get my second order shipped to me which also at that point I didnt know if I was missing items or not because the way that they packed up the truck was ridiculous. They did the whole inside of the house, but then decided to leave stuff behind for the second truck, which was supposed to be only the garage so when things arrived here, my daughter did not have any of her clothing. We did not have three of the mattresses and spring boards so therefore the beds couldnt even be put together.. and like I mentioned prior a different company delivered our second shipment tried to extort us for an extra $2000 to Unload the shipment and they had no manifest no idea what they were dropping off to us. I had to sit there and do all the legwork of counting the boxes and marking the boxes off and they even tried Give us boxes that did not belong to us, so Im pretty sure that had we not been the first stop of those deliveries in that truck somebody else would definitely had gotten some of my belongings

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

  Business Response

  Date: 03/24/2025

  ******,

  As a good faith gesture, Safeway is willing to provide you with a compensation of $500.00

  Please note this is more than the settlement amount that would have been offered had you properly filed a claims form. Looking at your documents you had the standard coverage of up to 60cents per pound.

  Example: $4000 T.V that would weight 50 pounds X by .60 would have given you a payout of $30.00

  Once our offer is accepted, we will send you a settlement form to sign and upon receiving it, a check would be sent.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23019898
  
  I am rejecting this response because: The amount that I was offered was $146 through my formal complaint! Which doesnt cover the cost to repair anything that was broken. At no point was I aware that you were paying per pound of the broken item because my furniture is very expensive and the damages that you caused and the money that you are offering does not provide anywhere near what it would cost to repair or replace the items broken. I think that between all the stress and anxiety that your company caused by not sending the right truck on the 1st day of the move and having to make me wait for a second truck therefore making the initial move quote completely null and void because I had to then spend another $10,000 on the second truck so when I think that I am moving for $17,000 and it ends up being $27,000 and then you damage a majority of my large furniture items and then the second truck doesnt arrive for another month and a half later after me calling on a daily basis to find out where my items are!!!! Moving in general is very stressful, but when you add in basically across the country and what your company put me through and then to receive my items which were in pristine condition, damaged, and what you initially offered when I filed the complaint with your company of $146 and now this $500 is very frustrating. This is a total slap in the face.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to move me to the above address from ******* in May 2023. They had an issue with their vehicle breaking down, which resulted in a delay in my things being delivered. This was no problem as they were only delayed a few days, however, upon arrival I learned that when they switched vehicles, they only brought less than HALF of my belongings. I have been calling, complaining, and requesting a resolution since the day the furniture arrived. They tell me they are working on it and they will contact me. No one has contacted me. NOTHING has been done. I want at LEAST half of my money to be refunded seeing as how they delivered less than half of my belongings. This is unprofessional and COMPLETELY unacceptable!! Please help me demand my resolution seeing as how their staff is too incompetent to do their jobs properly. When paying $11,427.92 there is a level of professionalism expected that has not been met and at this point I feel as if these people have ROBBED ME!! Thank you.

  Business Response

  Date: 02/17/2025

  Safeway Has received your complaint. Please allow 24-48hrs for a formal response to the complaint.
  Thank You

  Business Response

  Date: 02/18/2025

  Dear ****,
  I hope this message finds you well.
  I am writing to follow up on the items you mentioned that have not been delivered. Our records indicate that the claims form has been sent to you on several occasions, specifically on the following dates: 11/14/2023, 11/16/2023, 12/04/2023, 12/09/2023, 12/09/2023, 01/15/2024, 01/15/2024, and 10/28/2024.
  If you have proceeded with filing a claim, you should have received a response from Moving Claims. In order to assist you further, could you please provide a list of the items you are claiming, along with the evidence of the filed claim?
  Once we receive this information, we will be able to investigate the matter more effectively and ensure proper follow-up.
  Thank you for your cooperation. We look forward to resolving this issue as quickly as possible.

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22932637
  
  I am rejecting this response because: I have already provided what they want several times. it has been two years, i want a resolution! 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/12/2025

  Safeway is willing to offer you $375 to resolve this matter. Please note this offer is more than the offer made or would have been made via the standard coverage that your move had.

  If accepted, Safeway will send you a settlement offer sheet.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22932637
  
  I am rejecting this response because:
  The amount which was offered is less than what I spent to replace items that were lost such as kitchen equipment. Also, family memorabilia that was irreplaceable. The amount of time required to resolve this issue only made matters worse.

   

  Sincerely,
  
  **** ****

  Business Response

  Date: 03/31/2025

  Ms. ****

  Understanding your frustration and also understanding that your file did not have additional coverage. Safeway made an offer of $375 which we deemed fair enough. Simply, what is it that you are looking for to consider this matter resolved.

  Customer Answer

  Date: 04/01/2025

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

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safeway Moving delivered my items on March, 24, 2023, and several items were damaged, one table was destroyed, and at least one item was missing. I filed a claim and was offered approximately $178 due to a valuation of $.30 per pound, but my contract states it should be $.60 per pound. I have estimated the weight of the damaged, destroyed and missing items to be 875 pounds, so I expect a minimum of $525. I was also charged to move several items that were not in my inventory, and I expect to be reimbursed for those charges. I have called and emailed repeatedly, and each time Ive been promised by the agent that my case will be forwarded to management , and that I will have answers soon. Since this has been going on for nearly a year, I need help to resolve the matter. I have attached the appropriate documents, and I have photos of the damaged items.

  Business Response

  Date: 02/17/2025

  Safeway Has received your complaint. Please allow 24-48hrs for a formal response to the complaint.
  Thank You

  Business Response

  Date: 02/18/2025

  Dear *******,
  I hope this message finds you well.
  I wanted to clarify that when resolving your claim, many variables come into play. The settlement offered to you back in 2023 was in line with the coverage you had at the time. Unfortunately, the timeframe for settling the claim has since elapsed.
  However, in the spirit of good faith, Safeway is willing to increase your settlement amount to $200. Should you wish to accept this offer, we will promptly send over the settlement form for you to sign. Once we receive the signed form, we will issue the funds accordingly.
  Please let us know how you would like to proceed.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22925332
  
  I am rejecting this response because:

  I mistakenly put the wrong year, 2023, in my original complaint.  My items were delivered in March of 2024, so my claim is not yet a year old.  However, if the time frame for accepting the original amount has passed, its because of being purposefully misled by Safeway.  I have emailed and called several times, and I get the same speech every time.  I am promised that the agent will look into and get right back with me.  I have NEVER heard back from any of them.  
  

  I maintain that my contract says $.60 per pound, which I have in writing.  Between the items you destroyed or damaged beyond repair, the items either lost or left in **************, the items which are listed on the inventory which I have never owned and were not moved, and the time and aggravation Ive spent on this, I think $525 is a more than fair amount to settle.  

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

  Business Response

  Date: 02/19/2025

  *******,
  
  We appreciate your patience as we reviewed your claim. As stated in the contract, we will honor the Standard Valuation of $0.60 per pound per article. In light of this, your original claim offer of $178based on an incorrect valuation of $0.30 per pound per articlewill be doubled to $356.00.
  
  As a gesture of good faith, we are rounding this amount up to $400.00. However, we must clarify that we cannot accommodate demands for an amount beyond what is contractually and legally required. This is the best and final resolution we can offer.
  
  Please confirm how you would like to proceed, as we have now exhausted all available options.
  
  Best regards,
  
  ***** ****** and ****** *****

  Customer Answer

  Date: 02/19/2025

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

• Initial Complaint

  Date:02/04/2025

  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 moved with Safeway Moving in the summer of 2023 and have been trying to settle a claim for damages and overcharges with them since. They are non-responsive and have ignored several requests to proceed to arbitration to settle the matter. As recently as November 2024, they continue to ignore my requests for arbitration.

  Business Response

  Date: 02/06/2025

  Dear ****,
  We hope you're doing well.
  Please note that per federal regulations, you had nine months from the date of delivery to file a claim regarding damages. Unfortunately, that period has now expired.
  Additionally, we would like to bring to your attention that this is your second BBB complaint related to this relocation. The first complaint (ID20534681) was opened on August 29, 2023, and closed on October 4, 2023.
  As you are now outside the allowable timeframe to submit a claim, we regret that we are unable to proceed further in this matter.
  We wish you all the best.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22897474
  
  I am rejecting this response because:

  1. I did file the claim within the required 9 month period through the HelpDesk Moving Claim portal provided by Safeway. Please reference claim ID: C ******.

  2. I received an offer for settlement of ~$200 despite my claim being for anround $15,000 and there was no explanation provided for the discrepancy in the settlement offer.

  3. At that time, I requested that we proceed to arbitration to settle the claim. I was told my request would be forwarded to the proper department within Safeway, but I never received any further communication from Safeway.

  4. Several additional requests to proceed to arbitration were entirely ignored by Safeway. 

  5. This complain is separate from the earlier complaint as this is specifically in regards to Safeways failure to honor its legal obligation to proceed to arbitration when the claim could not be settled directly. The original complaint was for all the extra charges that Safeway assessed and over which my goods were being held hostage, the lack of communication from anyone at Safeway, and the late delivery. 

  6. Worth noting, however, that Safeway did not provide any direct communication or effort to settle the original complaint either. Safeway simply concluded that the matter was resolved because my goods were delivered after I paid the more than $12,000 in bogus extra charges. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/17/2025

  Safeway Has received your complaint. Please allow 24-48hrs for a formal response to the complaint.
  Thank You

  Business Response

  Date: 02/18/2025

  Safeway Has received your complaint. Please allow 24-48hrs for a formal response to the complaint.
  Thank You

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22897474
  
  I am rejecting this response because:

  Safeway promised a formal response within 48 hours but no response has been received to date.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/24/2025

  ****,

  Please take this as our final good gesture offer. Again, your initial settlement offer was based on your basic coverage.

  Safeway is willing to increase your amount to $500.

  If accepted, we will send you a settlement form to sign.

  Thank You

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22897474
  
  I am rejecting this response because:

  I am no longer asking Safeway to offer a settlement amount...this complaint and all recent requests to Safeway are to go to arbitration to reach a settlement. A request which Safeway has repeatedly ignored. Safeway is offering $500 when my claim was for thousands of dollars. Safeway does not respond to direct communication from me so I'm not interested in trying to negotiate a settlement directly with them any longer. It's time to go to arbitration.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 02/25/2025

  I'm wondering how you can say that Safeway addressed my complaint when my complaint was that they refuse to acknowledge their legal obligation to proceed to arbitration when a settlement cannot be reached? They never even acknowledged it in any communication to me or the BBB, much less honored it. All they did was offer a $500 settlement for my $10,000+ claim and still refuse to initiate arbitration...again, a legal requirement of moving companies!
  

• Initial Complaint

  Date:02/03/2025

  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.

  26 days with no estimated expected arrival date

  Business Response

  Date: 02/04/2025

  Deb

  We understand the frustration in the delivery. As informed yesterday on 02/03, Your items are on the truck that is departing for delivery today. Items should be delivered by the end of this week.

• Initial Complaint

  Date:01/24/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Safeway Moving $10,000.00 to move me from ********** ******* to ******** **********. They were responsible for damaging a 75" *********** Patio Table, Patio Chairs and a ***** Grill. They valued my damages at only $177.00 which is an insult to the value of the damage. I have been calling them since June 2024 to February 2025 to find out when payment was going to be made and who ever I talk too they tell me they will get back to me. To date no one has gotten back to me. They should not be in business if they only want to take money from customers and not be responsible for any damages they cause. It has been a horrible experience dealing with Safeway Moving and I hope no one has to deal with them and encounter their way of doing business!

  Business Response

  Date: 01/27/2025

  Dear Mr. **************** you for your patience while we reviewed your claim. The offer presented by the claims team aligns with the standard industry coverage of $0.60 per pound per article, which is the basic valuation coverage provided during your relocation.
  Your move with Safeway Moving has been successfully completed, and as a gesture of goodwill, Safeway Moving is prepared to offer you $250 to resolve this matter.
  If you accept this offer, we will send you a settlement form for your signature. Upon receiving the signed form, the funds will be processed and sent within 3-10 business days.
  Please let us know if you have any questions or if you accept this offer to proceed.
  Best regards,
  ****** *****
  Safeway Moving

  Customer Answer

  Date: 01/27/2025

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

  Business Response

  Date: 03/03/2025

  Mr. ******

  We are happy to see that you have accepted our offer and consider this complaint resolved.

  Please be on the lookout for the settlement form. Once received Fill it out and send it back asap so that we can have the funds issued.

  Thank You

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22854269
  
  I am rejecting this response because: once again this is a stall on their part, especially since I have responded to all of their forms in the past.

  They have already acknowledged on January 27th, 2025, a $ ****** reimbursement was going to be sent out between 3 to 10 days.
  
  Sincerely,
  Forms
  ******* ******

  Customer Answer

  Date: 03/03/2025

  I have attached proof of the settlement form that was signed and notarized to Safeway.

  Business Response

  Date: 03/05/2025

  From: ******* Gould <*************************************************************************>
  Date: Tue, Mar 4, 2025 at 5:04?PM
  Subject: Check via Priority Mail
  To: <***************************>
  
  
  *******,
  
  
  The check has been sent via Priority Mail. The expected delivery date is  03/08/2025. Below is the tracking number:
  9505 5147 8966 5063 3294 96
  Please let me know if you have any questions. Thank you for your patience.

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  This approval is based on receiving the check when stated by Safeway 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/13/2025

  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.

  This issue has been ongoing for over a year, and Safeway is offering a negligible compensation for the damages caused to my house due to their mistakes. The services were originally provided for the move in November of 2023. Damages were cause upon delivery on November 20, 2023. Complaints were registered with the third-party service in early 2024. Attempts to contact and discuss damage and compensation have been ongoing on a monthly basis since early 2024.Safeway helped move my family from ******** to *********. Our goods were moved and the cost of services were clear and fair. Our issue was that the movers damaged our home and belongings significantly and has continually ignored attempts to be compensated for the damage they caused. The movers caused the following damage with the expected cost to fix:- Floor damage, repair costs ranging from $500 - $2000 based on level of completeness - Damage to a $2500 dresser, repair costs in excess of $500 - Minor damages to other house internals and goods The movers admitted wrongdoing, signing the documents "DAMAGED"For over a year, I have fought through their third party dispute mitigation system, spent hours on hold on the phone, been hung up on, been promised that I would be contacted and that my issues would be resolved. After months of frustrating deliberate avoidance by this organization, I was offered an absolute pittance of $140 for the excessive damage caused by the movers.The continued deceitful practices of this business need to be addressed. I do hope that they can properly compensate me, but more importantly, I hope that the BBB can help warn others of the massive risk of personal property damage that this organization poses to unwitting customers.

  Business Response

  Date: 02/17/2025

  Safeway Is currently Reviewing this matter. Please allow 24-48hrs for a response

• Initial Complaint

  Date:01/06/2025

  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.

  Safeway picked up my household belongings from ** on May 31st. I arrived in ***** on June 8th. Received a call saying my furniture should arrive on the 16th, then they cancelled after I waited around all day for them and had to call them. Things were finally delivered on June 29th after I had to escalate it within the company. My things had been in a storage place in **. Communication with them is awful. But then I received my things. There were so many things damaged. An antique player piano that was scratched up and also now does not work, a custom-made dining table, almost new washer/dryer dented, BRAND NEW furniture still in their boxes had holes in them and after opening, the furniture was torn where the holes were. They were supposed to re-assemble everything. They did not. They put my sons bed together and a month later it collapsed while he was sleeping. They did not put the bolts in it!!! They tried to put the dining table back together but bent the huge bolts and broke some of the wood. I told them to stop and I hired someone to put it together. But, the wood is still cracked in a couple places. I had new lighting fixtures, a brand new toilet to install here, but they broke those, too. They did not put the boxes where they belong, so had to hire someone to move those, too. I filed a claim on July 15th with their insurance company, ********************************. On September 23rd, they sent me an offer of a settlement of $178.00. That is just a slap in the face for everything they broke, didn't do that I paid for and the awful communication. I believe the original agreement, which I was just told to initial 'here' since I told the guy I didn't have my glasses, was not for the full replacement value, but for .60/pound for damages. The piano itself weighs about 1000 lbs. So even where I initialed, I did not get anywhere near what was on the contract. I did not accept the offer. It was ridiculous, just like this company.

  Customer Answer

  Date: 02/06/2025

  Hi,

  I appreciate you trying to reach out to them.  When someone searches BBB for this company, will my complaint and the fact that they did not reply, show up in the search?  Thank you again for your help.

  Business Response

  Date: 02/06/2025

  Maris,

  Your settlement offer was within the standard guidelines. Although your claims that the offer is too low, Safeway is willing to offer a total of $250 to close this matter out.

  Customer Answer

  Date: 02/06/2025

  Safeway is now offering $250 to close this out?  My contract states that they will cover .60 a pound for damaged items.  How does $250 fit into their guidelines if this were on the contract?  They damaged so many large, heavy items, completely ruining some.  Others I had to pay to get fixed.  They also did not fulfill the contract with putting items back together once they delivered them, costing more money to have someone put them together.  Safeway did not fulfill what their contract states.  If they went by the .60 a pound their contract states, it would be closer to $1200.  I understand Safeway wants to get out of this as cheaply as possible, but their carelessness and inability to honor their contract is not a way to run a business.  This amount, again, is a slap in the face to the customer, when they didn't do their job.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22776175
  
  I am rejecting this response because:

   

  Safeway is now offering $250 to close this out?  My contract states that they will cover .60 a pound for damaged items.  How does $250 fit into their guidelines if this were on the contract?  They damaged so many large, heavy items, completely ruining some.  Others I had to pay to get fixed.  They also did not fulfill the contract with putting items back together once they delivered them, costing more money to have someone put them together.  Safeway did not fulfill what their contract states.  If they went by the .60 a pound their contract states, it would be closer to $1200.  I understand Safeway wants to get out of this as cheaply as possible, but their carelessness and inability to honor their contract is not a way to run a business.  This amount, again, is a slap in the face to the customer, when they didn't do their job.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/17/2025

  Safeway Has received your complaint. Please allow 24-48hrs for a formal response to the complaint.
  Thank You

  Business Response

  Date: 02/18/2025

  Safeway Has received your complaint. Please allow 24-48hrs for a formal response to the complaint.
  Thank You

• Initial Complaint

  Date:12/26/2024

  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.

  We hired a moving company to transport our items from ********* to **********. They lost or damaged several thousand dollars worth of items and offered us $176 as an insurance claim. Based on small print in the contract (reimbursement by the pound rather than the value of items), we accepted the claim. Nearly two months later, we still haven't even received the small amount they offered us.

  Business Response

  Date: 12/30/2024

  Dear *****,
  We sincerely apologize for the delay in processing your insurance claim. Our office has transitioned to remote work during the holidays, which has caused some delays in response times. However, we have expedited the settlement check to our accounting team, and once it has been sent out, we will provide you with confirmation.
  Thank you for your patience, and we appreciate your understanding.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22731452
  
  I am rejecting this response because: At this point, I don't trust Safeway Moving to follow through on their commitment. Their emails are always polite and contain promises to do the right thing; their actual behavior is the opposite. I will be satisfied once I receive the check in the mail. Until then, I want to keep the case open. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/08/2025

  I still have not received the reimbursement from Safeway Moving. Their last response (about a month ago) indicated that it would be sent soon.

  Customer Answer

  Date: 02/11/2025

  I'm not sure why this complaint was closed, or how it was determined that the business made a good faith effort to address the complaint. I was asking for the refund check that the company agreed to send me. They still haven't sent it. They simply sent an email through the BBB saying that they intended to send the check. That was in January, over a month ago. I'm confused as to why that is considered as a "good faith effort" to resolve if they never actually sent it? It sounds a lot like "Delay, Depose, Deny." Can you please re-open this complaint until I actually get the reimbursement?

  Thank you!