Complaints

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

• Initial Complaint

  Date:05/15/2026

  Type:Sales and Advertising 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 am filing this complaint against Safeway Moving REMOVEDfor deceptive business practices and violation of federal moving regulations.Safeway provided me with a Binding Price Estimate, which clearly stated that the price would not change unless I added new items. Prior to the move, I submitted:- A full inventory list - Photos of all large items, including my massage chair, refrigerator, and elliptical machine Safeway reviewed these items and confirmed the binding price.However, on the day of the move, the crew informed me that I must pay additional bulk item fees of $200 per item, specifically:- Massage chair $200 - Refrigerator $200 - Elliptical machine $200 Total forced charges: $600 These items were not new, were fully disclosed, and were already included in the binding estimate. Charging additional fees for items already listed violates 49 CFR REMOVED, which prohibits movers from increasing a binding estimate unless the customer adds new items or services.I was placed under pressure on moving day and had no reasonable alternative, which makes these charges coercive and unfair.

  Business Response

  Date: 05/15/2026

  Mr. REMOVED,
  
  Thank you for bringing your concerns to our attention.
  
  At Safeway Moving REMOVEDwe do not take any negative reviews, complaints, or allegations regarding a customers REMOVEDexperience lightly. Your file has officially been forwarded to our REMOVEDfor a comprehensive review and resolution process regarding the matters outlined in your complaint.
  
  Our REMOVEDfunctions similarly to a REMOVEDin the sense that the department operates in an unbiased and fact-based manner, with the sole objective of determining the complete truth of what transpired during your move. As part of this investigation, our team will be reviewing all available documentation and communication associated with your account, including but not limited to recorded phone calls, emails, text messages, inventory records, dispatch notes, contracts, and any available video or photographic evidence.
  
  Should the investigation determine that Safeway Moving REMOVEDwas at fault in any capacity, we will work toward resolving this matter amicably through what is referred to as a Global Settlement. This means that once both parties mutually agree upon a fair resolution, Safeway Moving REMOVEDwould issue compensation in the form of a settlement check for the agreed-upon amount.
  
  Please contact me directly at your earliest convenience via email at REMOVEDso that we may remain in direct communication throughout this process. Additionally, if there are any details, documentation, photographs, or information that may not have been fully included within your BBB complaint, please provide them within your email correspondence so our department may conduct the most thorough review possible.
  
  We appreciate your patience and cooperation while this matter is being investigated.
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 05/18/2026

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

• Initial Complaint

  Date:05/14/2026

  Type:Sales and Advertising 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.

  My move with this company from CA to MD is still in progress but I can already state that this is the worst moving experience I have ever had. The pickup was fine, but the communication since then has been abysmal.I never heard from them as my FADD approached and when I finally called I was told the truck had not been loaded yet. I was later able to confirm via email that the truck was loaded FIVE days AFTER my FADD. I had also agreed to pay extra for an earlier delivery within my delivery windowbut of course that never happened given the late loading of the truck for the cross-country trip. After numerous emails and phone calls that went unanswered, someone finally got back to me this week stating the delivery could be as early as this Friday, but as I wrote this Thursday night I have not received an update and have no idea where my property is.

  Business Response

  Date: 05/15/2026

  REMOVED,
  
  Thank you for bringing your concerns to our attention. We understand the frustration and stress that can arise during a long-distance relocation, especially when communication and scheduling expectations are not met to your satisfaction.
  
  At Safeway Moving REMOVEDwe take complaints of this nature very seriously. Please understand that we do have a dedicated REMOVEDthat conducts full internal investigations into claims and allegations made throughout the moving process. The purpose of this department is to review all communication records, dispatch notes, delivery timelines, agreements, and supporting documentation in order to determine exactly what occurred during the course of the move.
  
  If our investigation concludes that mistakes were made on behalf of our company or representatives, our department will work toward resolving the matter amicably through what is known as a Global Settlement, meaning monetary compensation may be offered for the troubles and inconvenience experienced.
  
  We kindly ask that you contact me directly via email at REMOVEDwith a detailed explanation of the events that led you to submit this complaint, including any relevant dates, communication attempts, and concerns regarding your delivery experience. Upon receipt, we will immediately begin the formal investigation process on your behalf.
  
  Please also understand that our REMOVEDoperates similarly to a REMOVEDmeaning the investigation process is conducted in an unbiased and professional manner. Our objective is not to take sides, but rather to uncover the truth of what transpired throughout the move and work toward a fair resolution based on the facts presented.
  
  We appreciate you bringing this matter to our attention and look forward to speaking with you soon.
  
  Respectfully,
  
  REMOVED

  Customer Answer

  Date: 05/16/2026

  I'm uploading the email thread that reflects:

  - Agreement on April 27 as FADD

  - Agreement to pay $1k extra for earlier delivery window

  - Failure to load truck until five days AFTER my FADD

  - Numerous requests for updates and information, with no answers

  Customer Answer

  Date: 05/18/2026

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

  Customer Answer

  Date: 05/18/2026

  The company offered a settlement and sent the paperwork already. REMOVEDagreed and signed and notarized the agreement. 

• Initial Complaint

  Date:04/14/2026

  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.

  We hired Safeway Moving for a long distance move in June 2024. They broke our dining table during the move and told us to file a claim for it. We filed the claim and it took time to get the settlement amount approved and processed. the settlement amount is $142.00. We didnt hear back from them until Oct 2025. We got an empty envelope with their name as sender. Since the envelope was empty we let them know that if that envelope contained the settlement check we didnt receive it in Nov 2025. Ever since then they have been saying they will escalate the issue and we will get a call back. We have not received any call back ever. Every time (3-4 times now) we reach out for the status they say the same thing about escalation and call back.

  Business Response

  Date: 04/14/2026

  REMOVED,
  
  My name is REMOVED, and I represent the REMOVEDat REMOVEDInc.
  
  First and foremost, I would like to make it explicitly clear that we do not take your experience lightly. While many organizations may choose to overlook or minimize negative feedback, our approach is quite the oppositewe address such matters directly, thoroughly, and with urgency. Every concern raised is treated as an opportunity for accountability and resolution.
  
  Our department operates similarly to a REMOVEDWe are strictly unbiased and do not advocate on behalf of the company or the client without substantiated evidence. Instead, we conduct comprehensive investigations rooted in documentation, communication records, and verifiable facts. Once the findings are clear, responsibility is assigned accordingly, and corrective action is taken to ensure that the appropriate party makes things right. In the vast majority of cases, this results in an amicable resolution, often involving monetary compensation.
  
  In order to formally initiate this process, we would need to schedule a time to speak with you directly so we can fully understand the scope of your experience and gather all relevant details. This investigation will include a complete review of all call recordings, text messages, email correspondence, contractual documents, and any other pertinent materials associated with your move.
  
  Additionally, we respectfully request that, should you be open to proceeding with our internal investigation, the complaint currently filed with the Better Business Bureau be marked as resolved so that we may address this matter directly and efficiently through our internal channels.
  
  We also ask that all communication regarding this matter be handled directly through me, whether via email or phone, to ensure continuity and accountability throughout the process.
  
  Please feel free to respond to this email with a detailed account of your experienceleaving no detail unaddressed. You may also reach me directly at REMOVEDto begin this process. Once we receive your response, we will promptly move forward with the investigation.
  
  I will personally oversee this matter and remain with you every step of the way until a proper and fair resolution is achieved.
  Respectfully,
  
  REMOVED
  REMOVED
  Safeway Moving REMOVEDstart="2406" data-end="2409">REMOVED

  Customer Answer

  Date: 04/14/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Also, the business has called back to us and resolved the issue.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/31/2026

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Failed delivery on a cross country household move from REMOVEDto REMOVED. Pick up date in REMOVED(REMOVED) on 1/16. Targeted delivery date to CO (REMOVED) was 2/1. Partial delivery occurred on 2/27. Remaining items not yet delivered as of 3/31 with no communication from Safeway. They will not return calls or emails. They did acknowledge that they had my missing items in a warehouse in REMOVEDbut they will not provide an estimated delivery date nor compensation for their failure to deliver within their published 30 day guarantee.

  Business Response

  Date: 04/01/2026

  Mr. REMOVED,
  
  First and foremost, I want to assure you that coming to an amicable and realistic resolution is our top priority. We understand the seriousness of your concerns and the inconvenience this situation has caused.

  As mentioned in my previous correspondence, a full investigation into your move will be conducted. Upon completion of this review, and if warranted based on our findings, monetary compensation will be issued to you accordingly.
  
  In an effort to resolve this matter as efficiently and directly as possible, we would like to handle this internally. This would require that your current complaint be marked as resolved, while you remain in constant communication with me throughout the investigation process until a final resolution, including any applicable compensation, is completed and delivered.
  
  Please email me directly at REMOVEDto schedule a time for us to speak. This will allow me to personally initiate and oversee your investigation to ensure it is handled promptly and thoroughly.
  
  I appreciate your cooperation and the opportunity to resolve this matter for you.
  
  Sincerely,
  
  REMOVED
  Sales Director
  Safeway Moving Inc.

  Customer Answer

  Date: 04/08/2026

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

• Initial Complaint

  Date:03/30/2026

  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 want to make a complaint and the Additional money we paid out to have our household goods moved from one city to another city in the same state. We were quoted one amount and After they loaded everything, they said (REMOVED) that we owed them more money - Over $3,000 More (the quote was high to begin with but since they said they Supported our Veterans, we bit the bullet, so to speak. REMOVED(the boss/manager?) was the person my husband talked with and REMOVEDEven gave us a $300 (approx) senior discount. Woo hoo! And, so we were given a set number, then lo and behold, they wanted more moneya Lot more money! My husband and I were both were blindsided, upset and out of patience with these people. I know that I personally had to watch closely everything they packed because they kept getting it wrong! They packed stuff that wasnt supposed to go and didnt pack stuff that should go. It was so exhausting! Weve personally moved 5 times (living in our 6th house and moving to our 7th house Only 273 miles away) (out of state 4 times) and NEVER had the kind of issues we did with REMOVEDWe were Infuriated, to say the Very Least. After arriving at our new home, REMOVEDFinally conceded that we only had to pay 50% of that $3,000 Plus (dont have the Exact number in front of me). And that was after my husband arguing/talking with him for some time about the Extra amount. Wow! Wasnt he magnanimous! Thats a bad joke if I ever heard one. The whole thing from start to finish was just a Horrific day with a Horrific Surprise at the end of it. Wed like them to return the Extra monies we paid (in order to get our belongings off their truck) that was Not part of the Original Amount quoted as soon as possible. We would appreciate it if this could be resolved quickly. Thank you, REMOVED

  Business Response

  Date: 03/30/2026

  Ms. REMOVEDname is REMOVED, and I represent the REMOVEDat REMOVEDInc.
  
  First and foremost, I would like to make it explicitly clear that we do not take your experience lightly. While many organizations may choose to overlook or minimize negative feedback, our approach is quite the oppositewe address such matters directly, thoroughly, and with urgency. Every concern raised is treated as an opportunity for accountability and resolution.
  
  Our department operates similarly to a REMOVEDWe are strictly unbiased and do not advocate on behalf of the company or the client without substantiated evidence. Instead, we conduct comprehensive investigations rooted in documentation, communication records, and verifiable facts. Once the findings are clear, responsibility is assigned accordingly, and corrective action is taken to ensure that the appropriate party makes things right. In the vast majority of cases, this results in an amicable resolution, often involving monetary compensation.
  
  In order to formally initiate this process, we would need to schedule a time to speak with you directly so we can fully understand the scope of your experience and gather all relevant details. This investigation will include a complete review of all call recordings, text messages, email correspondence, contractual documents, and any other pertinent materials associated with your move.
  
  Additionally, we respectfully request that, should you be open to proceeding with our internal investigation, the complaint currently filed with the Better Business Bureau be marked as resolved so that we may address this matter directly and efficiently through our internal channels.
  
  We also ask that all communication regarding this matter be handled directly through me, whether via email or phone, to ensure continuity and accountability throughout the process.
  
  Please feel free to respond to this email with a detailed account of your experienceleaving no detail unaddressed. You may also reach me directly at REMOVEDto begin this process. Once we receive your response, we will promptly move forward with the investigation.
  
  I will personally oversee this matter and remain with you every step of the way until a proper and fair resolution is achieved.
  
  Respectfully,
  
  REMOVED
  REMOVED
  REMOVEDInc.
  REMOVED

  Customer Answer

  Date: 04/10/2026

   
  Complaint: 24691363
  
  I am rejecting this response because so far they want me to close this complaint so they can do an internal investigation but only if I mark this complaint resolved.  I responded that they did not need me to close this complaint for them to do so.  It has no bearing on it.  They should proceed to do so if they feel the need.  The gentleman that responded to me requested All information and/or documents, which, by the way, I have provided more than ample proof that they were not going to release our home goods unless we paid the additional dollar amount, Even though their ad Specifically says that there will be NO Surprise Fees Unless Discussed Beforehand, which there was No Discussion Beforehand.  They failed miserably as well as being coerced to pay the extra monies in order to get our home goods off their truck and into our home.  It was absolutely appalling and felt tricked as well as swindled!  So, no, they have not requested any more information once I said I didnt need to close this complaint in order for them to conduct their investigation.  And, we have not received our refund either.  We are awaiting for this to be quickly resolved per their REMOVEDPolicy and Online Promises on Their Website.  Thank you and Still Waiting.:
  
  Sincerely,

  
  
  REMOVED

  Business Response

  Date: 04/13/2026

  Ms. REMOVEDand BBB Representative,
  
  We have conducted a full and thorough investigation into your claim, following all necessary internal procedures to ensure that every detail was carefully reviewed. Our objective throughout this process has been to reach a fair and amicable resolution for all parties involved.
  
  However, following our recent conversationand a direct email sent to you earlier today (04/13/2026) requesting your availability so that I may personally present the proposed monetary settlementyou chose to escalate the matter to the Better Business Bureau rather than responding to our correspondence. While you are absolutely within your rights to pursue that course of action, it is important to note that this occurred while we were actively engaged in resolving the matter in good faith.  Before a settlement was made, you rejected it.
  
  At this time, a resolution has been established internally, but it has not yet been formally presented, as we are awaiting your response to coordinate a time to discuss the monetary settlement directly with you. Initiating or continuing external escalation while we are attempting to finalize this process complicates the matter and limits our ability to move forward constructively.
  
  As it stands, we are awaiting your response so that we may present the resolution and work toward a proper conclusion. Until we receive further direction from you, there is little additional action we can take on our end.
  
  We remain willing to resolve this matter professionally and promptly, and we encourage you to respond directly so we may bring this to a close.
  
  Sincerely,
  REMOVED
  REMOVEDstart="1576" data-end="1579"> Safeway Moving REMOVED

• Initial Complaint

  Date:03/29/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safeway Moving Systems Inc. confirmed on March 9, 2026, that my custom-made boxspring (Tag Log #REMOVED) from my REMOVED? Jupiter move (Job #Y6111004) was lost. I immediately requested the required claim documentation, including the claims packet mandated under 49 CFR 370, the claims adjusters contact information, and the carriers legal REMOVEDadvertises vetted carriers, strict USDOT compliance, barcode inventory, and GPS tracking. However, after my belongings were loaded in REMOVED, I was never told which carrier transported my items to REMOVED, where a second REMOVEDpicked them up. I had no information about the location of my belongings for nearly two weeks, despite their advertised tracking and compliance claims.Over the next three weeks, I sent multiple follow-ups, including a Final Notice on March 20, 2026. As of today, I have received:No written acknowledgment of my claim No claim forms No adjuster contact information No carrier information Claims Timeline Summary Shipment: REMOVED, REMOVED? Jupiter, REMOVEDJob #: Y6111004 Lost Item: Custom-made boxspring (Tag Log #REMOVED)Timeline March 9, 2026 Safeway confirms the item is lost.I requested: written confirmation, adjuster contact, USDOT/MC numbers, valuation level, claims packet, and settlement timeline.March 920, 2026 No response from Safeway.March 20, 2026 I sent a Final Notice demanding compliance with 49 CFR 370 and requesting documents by the end of the day.March 2029, 2026 No acknowledgment, no forms, no adjuster assignment, no communication.Safeway also represented itself to me as an A-rated BBB company. When I checked the Better Business Bureau website directly, I discovered that Safeway Moving Systems Inc. is actually rated C, not A. This discrepancy contributed to my decision to hire them and represents a material misrepresentation of their standing with the BBB.

  Business Response

  Date: 03/30/2026

  Mrs. REMOVEDname is REMOVED, and I represent the REMOVEDat REMOVEDInc.
  
  First and foremost, I would like to make it explicitly clear that we do not take your experience lightly. While many organizations may choose to overlook or minimize negative feedback, our approach is quite the oppositewe address such matters directly, thoroughly, and with urgency. Every concern raised is treated as an opportunity for accountability and resolution.
  
  Our department operates similarly to a REMOVEDWe are strictly unbiased and do not advocate on behalf of the company or the client without substantiated evidence. Instead, we conduct comprehensive investigations rooted in documentation, communication records, and verifiable facts. Once the findings are clear, responsibility is assigned accordingly, and corrective action is taken to ensure that the appropriate party makes things right. In the vast majority of cases, this results in an amicable resolution, often involving monetary compensation.
  
  In order to formally initiate this process, we would need to schedule a time to speak with you directly so we can fully understand the scope of your experience and gather all relevant details. This investigation will include a complete review of all call recordings, text messages, email correspondence, contractual documents, and any other pertinent materials associated with your move.
  
  Additionally, we respectfully request that, should you be open to proceeding with our internal investigation, the complaint currently filed with the Better Business Bureau be marked as resolved so that we may address this matter directly and efficiently through our internal channels.
  
  We also ask that all communication regarding this matter be handled directly through me, whether via email or phone, to ensure continuity and accountability throughout the process.
  
  Please feel free to respond to this email with a detailed account of your experienceleaving no detail unaddressed. You may also reach me directly at REMOVEDto begin this process. Once we receive your response, we will promptly move forward with the investigation.
  
  I will personally oversee this matter and remain with you every step of the way until a proper and fair resolution is achieved.
  Respectfully,
  
  REMOVED
  REMOVED
  REMOVEDInc.
  REMOVED

  Customer Answer

  Date: 03/30/2026

   
  Complaint: 24694716
  

  I must express my dissatisfaction with the business's response, as the proposed resolution is likely to lead to further delays in retrieving my custom-made foundation, as evidenced by the attached unanswered emails that span more than a month since the failed delivery on 2/27/26. This issue is far from a mere inconvenience; it profoundly impacts my daily routine and, most importantly, my ability to sleep. My custom foundation is essential; I entrusted it to your company, and now it is lost. Therefore, I urge Safeway Moving REMOVEDto take immediate steps to either locate and deliver the item to me in its original condition or provide full compensation for its replacement, including all associated shipping and handling costs.

   

  I expect a timely and equitable resolution to this matter that aligns with Safeway Moving REMOVED's stated commitment to customer satisfaction and preserves our business relationship.

   

  Thank you for prioritizing this critical issue. I look forward to your prompt reply.

   

  Sincerely,  

  REMOVED

  Business Response

  Date: 03/31/2026

  Mrs. REMOVEDyou for your message, and I sincerely acknowledge your concerns.
  
  Please know that reaching an amicable and realistic resolution is our top priority. As mentioned in our previous correspondence, your claim will undergo a full and thorough investigation. Should the findings warrant it, you will receive monetary compensation for the issue involving your custom-made foundation.
  
  As previously discussed, Safeway Moving REMOVEDwould like the opportunity to handle this matter internally. In order to proceed in this manner, we kindly ask that you close your complaint as resolved while remaining in direct and consistent communication with me throughout the process, up until the resolution is finalized and any applicable check is issued.
  
  To move forward promptly, please email me directly at REMOVEDto schedule a time to speak. This will allow me to initiate and expedite the investigation on your behalf.
  
  We appreciate your patience and cooperation, and I look forward to working with you toward a resolution.
  
  Sincerely,
  
  REMOVED
  Safeway Moving REMOVED

• Initial Complaint

  Date:03/27/2026

  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 Safeway Moving REMOVEDfor a long distance move on 2/27 =. The experience was honestly terrible from the start. I coordinated the move with REMOVEDwho originally quoted the move from REMOVEDto REMOVEDat $3,950.00 for a 1 bedroom apartment. By the end of the move I ended up paying $5,246.96. They literally take a measuring wheel from their truck to the apartment and charge you an extra $70.00 per 50 feet that the movers have to walk as well as an extra $75.00 elevator charge. On top of that, Udi had the wrong date listed for the pick up so the movers came a day early and I had to take off work. He put 2/26 as the moving date when I told him 2/27 and then he blamed me for the mistake. Lastly, when they came to drop off my stuff in REMOVED, a computer desk was broken in two pieces. I've been reaching out to the Texas moving coordinator, REMOVED, for weeks now and she's completely ignoring me on this issue. The lack of communication and professionalism with this company is baffling. I believe I should receive compensation for the broken desk as well as their mistake in scheduling the wrong date.

  Business Response

  Date: 03/30/2026

  Mr. REMOVEDname is REMOVED, and I represent the REMOVEDat REMOVED
  
  First and foremost, I want to make it clear that we do not take your experience lightly. While many organizations may choose to disregard or minimize negative feedback, our approach is quite the oppositewe confront it directly, thoroughly, and without hesitation. Every allegation is taken seriously and investigated in full, with the objective of reaching an amicable resolution. In many cases, this includes monetary compensation where it is warranted.
  
  Our department operates in a manner similar to a REMOVEDWe maintain a strictly neutral and unbiased position throughout the investigative process. We do not side with the company nor the client unless and until substantiated evidence is presented. Once a full review is completed, accountability will be established, and the responsible party will be required to make the situation right.
  
  In order to formally initiate this process, we would need to schedule an appointment to speak with you so we can fully understand your experience and all details surrounding your move. This discussion will serve as the foundation of our investigation. From there, we will conduct a comprehensive review, including but not limited to call recordings, text messages, email correspondence, and all executed documents.
  
  Upon completion of this investigation, we will work toward an amicable resolution based on our findings.
  
  If you are open to proceeding, we respectfully request that you close out your Better Business Bureau complaint as resolved so that this matter may be handled efficiently and directly through our internal process.
  
  Additionally, we ask that all communication regarding this matter be handled directly through me, via email or phone, to ensure consistency and accountability throughout the investigation. You are encouraged to provide a detailed written account of your experienceleaving no detail unaddressedand send it directly to me at REMOVEDOnce received, we will promptly begin our review.
  
  Please be assured that I will remain personally involved every step of the way until this matter is fully resolved and you receive what is due.
  
  I look forward to your response.
  
  Sincerely,
  
  REMOVED
  REMOVED
  Safeway Moving REMOVED

  Customer Answer

  Date: 04/06/2026

   
  Complaint: 24688661
  
  I am rejecting this response because:

  Im not taking this complaint down until someone reaches out to me directly to resolve this. Ive reached out countless times on this issue with little to no response so Im not taking any chances.

  Im free to chat anytime that works for you.

  Sincerely,
  
  REMOVED

  REMOVED

  REMOVED

  Business Response

  Date: 04/07/2026

  Mr. REMOVED,
  
  We have been actively working toward resolving this matter with you via email, and I did receive your message this morning. However, I must admit I am unclear on what specifically is being rejected at this time.

  
  Could you please clarify whether you are declining the proposed settlement, or if there is another aspect of the resolution you are referring to? I want to ensure we fully understand your position so we can address it appropriately and continue moving toward a resolution.

  
  At the moment, there seems to be some confusion, and I would appreciate your clarification at your earliest convenience.
  Thank you, and I look forward to your response.

  
  Sincerely,
  REMOVED
  REMOVEDstart="798" data-end="801"> Safeway Moving Inc.

  Customer Answer

  Date: 04/07/2026

   
  Complaint: 24688661
  
  I am rejecting this response because:

  Im not comfortable closing out this complaint until its actually resolved. I understand youre working on a solution, but the issue still hasnt been resolved so why would I close out my complaint? This stays up until someone gets back to me over phone or email. 

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/23/2026

  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.

  Interstate move from REMOVEDto REMOVED(Pickup Feb 19)I hired Safeway Moving for my household goods, and my experience was far below expectations. Severe Delays: My shipment was quoted by Senior Certified Moving Consultant REMOVEDas in my experience it should take 4 days, but it took 13. My personal vehicles, shipped separately, arrived in 4 days. GPS tracking shows my shipment remained in REMOVEDfor 11 days, forcing my familyincluding a toddlerto pay for additional hotel nights. Arbitrary Volume Charges: During pickup, items were evaluated inconsistently, significantly increasing costs. For example, a small standing desk was treated the same as a large wooden desk, and the assessment could not be adjusted. Had this been disclosed in advance, I could have disassembled items to reduce cost. Unprofessional REMOVEDof Response: REMOVEDstopped responding once concerns were raised. When I called, I was told, We have 30 days to get it to you, and that supervisors do not speak with customers. Emails and a LinkedIn message to President REMOVEDwent unanswered. Discount Not Applied: A promised First Responder discount shown on the Bill of Lading was not applied to the final balance. Property REMOVEDOdor: Several items arrived damaged, with a strong smoke odor requiring us to keep windows open in near-freezing temperatures. Forced Abandonment: Due to a sudden $1,900 increase and no walkthrough, I left behind ~$1,200 worth of furniture.Safeway does not handle the full move directly and may subcontract delivery, as in my case. My goods were loaded and unloaded multiple times.I notified the company by email a week before posting this review. There was no response.Overall, the experience was stressful, costly, and poorly managed. Communication and accountability were virtually nonexistent. I cannot recommend Safeway Moving.

  Business Response

  Date: 03/24/2026

  My name is REMOVEDfrom the REMOVEDat REMOVEDoperates independently, similar to REMOVEDand is tasked with conducting unbiased and comprehensive investigations into matters such as those you have outlined. Based on the details of your experience, we take your concerns seriously and will be initiating a full internal review.
  
  This investigation will include, but is not limited to:
  1. Verification of estimated versus actual transit times and any delays associated with your shipment
  2. Review of volume calculations and any additional charges assessed at the time of pickup
  3. Audit of all communication between yourself and our representatives, including phone calls, messages, and emails
  4. Confirmation of any discounts that were agreed upon and whether they were properly applied
  5. Assessment of reported damages and condition of delivered items, including any external factors such as odor
  6. Evaluation of operational handling, including loading, unloading, and any third-party involvement
  
  Upon completion of this investigation, and contingent upon findings that align with documented records (calls, text messages, contracts, and internal logs), you will be presented with a settlement, which may include monetary compensation where appropriate.
  
  We would like to begin this process immediately on your behalf. Please contact me directly at REMOVEDso we may formally open your case and schedule a time to review all details together.
  
  Unlike many organizations, we are committed to addressing these matters thoroughly and reaching a fair and appropriate resolution internally. In the interim, we kindly request that you update or close out the complaint as resolved, as this matter will be handled directly through our department.
  
  You will be working with me personally throughout this process. Safeway Moving REMOVEDis committed to resolving this matter and ensuring you are properly taken care of.
  
  I look forward to your email so we may proceed without delay.
  
  REMOVED
  REMOVED
  REMOVED

  Customer Answer

  Date: 03/24/2026

  Complaint: 24674310
  
  I am rejecting this response because:
  
  REMOVED,

  While I appreciate your department initiating an internal review, I find it highly concerning that your first request is for me to close this complaint before a resolution has even been proposed.
  
  In my professional experience, requesting a consumer to remove a public complaint as a "precondition" for assistance is not a sign of an unbiased investigation, but rather an attempt to manipulate Safeways public record and remove my regulatory protection.
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;">This request further underscores the lack of transparency I experienced throughout this move.

  Per BBB guidelines, this complaint will remain Open and Active until a final, mutually agreeable resolution is reached.
  
  I am happy to continue this discussion exclusively through this BBB portal so that a transparent, third-party record of our "fair and appropriate resolution" is maintained. I look forward to your findings.
  
  REMOVED

  Customer Answer

  Date: 03/24/2026

  Statement of Facts: Transaction Dispute for Order #REMOVED
  Merchant: Safeway Moving REMOVEDof REMOVED
  Customer: REMOVED
  Service Date: February 19, 2026
  Transaction Amount Disputed: $3,202.80
  Overview I hired Safeway Moving for an interstate relocation from REMOVED, REMOVED, to
  REMOVED, REMOVED. The service provided was significantly misrepresented during the sales
  process, resulted in unauthorized charges, and caused physical damage to my property.
  1. Misrepresentation of Delivery Timeline During the booking process, Senior Consultant
  REMOVEDverbally quoted a delivery timeframe of approximately four days. In reality, the
  shipment took 13 days to arrive. Per my correspondence with the Supervisory Team on
  February 24, 2026, GPS tracking showed my household goods remained in REMOVEDfor 11 days
  after pickup. This delay forced my family, including a toddler, to incur unplanned expenses for
  hotel stays and essential items.
  2. Arbitrary and Predatory Billing Practices Upon arrival at the origin, Safeway Moving
  implemented a price increase of approximately $1,900.
  ? Volume Assessment: Items were evaluated inconsistently using a digital device that did
  not allow for adjustments. For example, a small standing desk was billed at the same
  rate as a large executive desk. Because no physical or virtual walkthrough was offered
  prior to moving day, I was unable to mitigate these costs.
  ? Forced Abandonment: Due to this sudden price hike, I was forced to abandon
  approximately $1,200 worth of furniture at the origin to remain within my moving budget.
  ? Discount Failure: A "First Responder" discount clearly noted on the Bill of Lading
  (Order #REMOVED) was never properly applied to the final balance after the volume
  reassessment, despite being part of the contractual agreement.
  3. Quality of Service and Property Damage The quality of the service received was far below
  the industry standard and the merchant's advertisements:
  ? Physical Damage: Several items arrived damaged due to the shipment being loaded
  and unloaded multiple timesa practice that was not disclosed over the phone.
  ? Smoke Odor: Upon delivery, the delivery carried a pervasive and heavy smoke odor.
  This required us to keep windows open for ventilation in near-freezing temperatures in
  REMOVED.
  ? Subcontracting: Although I contracted with Safeway Moving, they subcontracted the
  delivery to a third party without clear notice, leading to a total lack of accountability for
  the condition of the goods.
  4. Failure to Resolve I made multiple attempts to resolve these issues directly with the
  merchant. I sent formal emails to REMOVED(Feb 21) and the Supervisory Team (Feb 24),
  and reached out to the company President, REMOVED(Feb 25). None of these
  communications received a response.
  Conclusion The merchant failed to provide the services as advertised, breached the pricing
  terms of the Bill of Lading, and delivered damaged goods. I request a reversal of the disputed
  charges to account for the unapplied discounts, the misrepresented volume fees, and the
  damage to my property.

   

  ADDENDUM TO STATEMENT OF FACTS: Transaction Dispute Order #REMOVED
  Subject: Financial Duress and Violation of Florida Consumer Protections
  Please include this additional context regarding the "Revised Estimate" presented on the day of
  pickup for both disputed transactions:
  1. Financial Duress via Deposit Leveraging At the time the merchant implemented the $1,900
  price increase at the origin, they were already in possession of a $1,500.00 upfront deposit.
  This deposit represented approximately 33% of the original estimate. Because the merchant
  held these funds and arrived on the date before I was scheduled to vacate my residence, I was
  denied a meaningful opportunity to "back out" of the deal or seek an alternative carrier. The
  large deposit was used as leverage to force my acceptance of a revised price that was 42%
  higher than the original quote. Consequently, the revised agreement was not a product of
  mutual consent, but one entered into under financial duress.
  2. Deviation from Florida Consumer Protection Standards As a Florida-registered mover,
  Safeway Moving is subject to the consumer protection standards of Florida Statutes Chapter
  507. Under established Florida consumer guidelines (and local ordinances in REMOVEDand REMOVED
  Beach counties), moving deposits are strictly limited to no more than 20% of the total estimate.
  By requiring a $1,500 deposit on a $4,500 estimate (33%), the merchant knowingly exceeded
  the legal and regulatory threshold. This excessive deposit was a calculated tactic to anchor me
  to the transaction, facilitating the predatory "bait and switch" pricing that occurred on moving
  day.

  Customer Answer

  Date: 03/24/2026

  Please see the attached final email where I gave Safeway a week to reply. They refused, forcing me to escalate to the proper authorities. None of my digital communication attempts were ever answered.

  Business Response

  Date: 03/25/2026

  Mr. REMOVEDname is REMOVED, and I represent the REMOVEDat REMOVED
  
  I would like to begin by stating clearly that we do not take your experience lightly. While many organizations choose to disregard or minimize negative feedback, our approach is the oppositewe address such matters directly, thoroughly, and with urgency. Every allegation is taken seriously and investigated in full with the objective of reaching an amicable resolution, which in many cases includes monetary compensation where warranted.
  
  Our department operates similarly to a REMOVEDWe maintain a strictly neutral and unbiased position throughout the investigative process. We do not advocate for the company nor the client without substantiated evidence. Instead, we conduct a comprehensive review of all available materialsincluding call recordings, text messages, email correspondence, and executed documentsto determine where accountability lies. Once established, the responsible party will be held accountable, and corrective action will be taken accordingly.
  
  To formally initiate this process, we ask that you schedule a time to speak with me so we may review your experience in detail. Your account will serve as the foundation of our investigation. Following our discussion, we will proceed with a full internal review and work toward a fair and equitable resolution.
  
  Additionally, we respectfully request that, should you be open to proceeding with this investigation, you close out your complaint with the Better Business Bureau as resolved so that this matter may be handled directly and efficiently through our internal process.
  We also ask that all communication regarding this matter be conducted directly through me, via email or phone, to ensure continuity and accountability. You are encouraged to provide a detailed written account of your experienceleaving no detail unaddressedand send it to me at REMOVEDUpon receipt, we will immediately begin our investigation.
  
  You will have my direct attention throughout this process. I will remain personally involved from start to finish to ensure that this matter is handled properly and that you receive what is due.
  
  I look forward to your response.
  
  Sincerely,
  
  REMOVED
  REMOVED
  Safeway Moving REMOVED

  Customer Answer

  Date: 03/25/2026

   
  Complaint: 24674310
  
  I am rejecting this response because:

  REMOVED,

  REMOVEDrem; -webkit-text-size-adjust: 100%;">Your recent message is nearly identical to your original message.

  You are likely an AI bot.

  Your LinkedIn profile defines your role as REMOVEDDirector with no contact information.

  REMOVEDrem; -webkit-text-size-adjust: 100%;">That doesn't sound like an Independent Investigator to me.

  My detailed account, photos, and documentation are already fully outlined in the BBB complaint.
  

  You have everything you need for your 'neutral investigation.'

  I will not be closing the BBB complaint until a financial resolution is finalized.

  If you have a settlement offer based on the evidence provided, please send it over in writing for my review.

  To any prospective customers reading this, please do not do business with this company.

  To any fellow disappointed customers, please file a complaint with the REMOVED(REMOVED) and your state's Attorney General.

  -REMOVED

  Business Response

  Date: 05/18/2026

  Dear Better Business Bureau Representative,
  
  Please be advised that Safeway Moving REMOVEDhas made numerous attempts over the past week to contact this client in an effort to amicably resolve this complaint. Our office has sent multiple emails and has placed calls to both phone numbers on file; however, we have received no response whatsoever from the client to date.
  
  At this time, we are seeking guidance on how to proceed further with this matter. The primary concern expressed within the complaint pertained to the delivery of the customers shipment. Records confirm that the clients goods were successfully delivered on 03/04/2026.
  
  Given that delivery was completed and our repeated attempts at communication have gone unanswered, we respectfully request clarification as to whether we should continue pursuing contact with this client or whether it would be appropriate to consider the matter closed unless the client elects to respond.
  
  We appreciate your time and attention regarding this matter and look forward to your guidance.
  
  Sincerely,
  
  Safeway Moving REMOVED

  Business Response

  Date: 05/18/2026

  Please see attachment for our final attempt after several calls and emails to the client, to no avail.

  Customer Answer

  Date: 05/18/2026

   
  Complaint: 24674310
  

  I am rejecting Safeway Moving's latest response.

  The timeline of this dispute clearly demonstrates the company's pattern of deceptive communication:

  
  February 2026: The business completely ceased communication and ghosted my inquiries while my family's household goods were overcharged under duress, discarded, delayed, and damaged.

  
  March 2026: Upon filing this BBB complaint, the business responded only with identical, automated-style templates requesting that I close the complaint as a precondition for an internal review. No actual resolution was offered, and the case was closed as unresolved.

  
  May 13, 2026: REMOVEDinstitution (REMOVED) officially finalized a credit card chargeback dispute regarding this transaction, ruling entirely in my favor.
  

  May 18, 2026 (Today): Coinciding directly with losing the chargeback, Safeway Moving initiated a sudden blast of contact over the course of a few hours (not days) repeating the same attempts for me to communicate privately, away from the gaze of the BBB. They continue to attempt to circumvent the purpose of the BBB as a moderator.
  

  In today's email, the business explicitly admitted in writing that Safeway Moving was at fault for the extended delivery timeline and the items left behind. However, because they continue to misrepresent the frequency and honesty of their communications to the BBB, it is clear there is a lack of administrative integrity.
  

  REMOVEDinstitution has ruled on this matter, and the business has acknowledged fault in writing. I consider this issue fully closed. Because of the inconsistent information provided by the company, and their refusal to communicate in the light of day here with the BBB as witness, there will be no further progress.
  

  Studying their other BBB complaints indicates that their proposed Global Settlement is yet another attempt to deceive and REMOVEDtheir customers.
  

  Please let the record show that I am requesting Safeway Moving cease all further contact via phone or email. If the company continues to contact me regarding this closed matter, I will file a formal complaint with the REMOVED
  

  I request that the BBB maintain this complaint's status as Unresolved to accurately reflect the final outcome for future consumers.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 05/19/2026

  Mr. REMOVEDand the Better Business Bureau REMOVEDwould like to formally document that we have made multiple good-faith attempts to communicate directly with Mr. REMOVEDin order to resolve this matter amicably and professionally.
  
  Despite our continued outreach efforts via phone calls and email correspondence, Mr. REMOVEDhas explicitly stated, in writing, that he does not wish to communicate with our company regarding settlement or resolution discussions. At this stage, the obstacle preventing resolution is not a lack of effort on the part of Safeway Moving REMOVEDbut rather the clients refusal to engage in any form of constructive dialogue.
  
  Additionally, throughout the course of this complaint, the client has refused to provide any additional evidence supporting his allegation that he contacted Safeway Moving REMOVEDprior to the scheduled pick-up date to cancel his move. Safeway Moving REMOVEDon the other hand, has provided its internal records and documentation demonstrating that no such cancellation call was received from either of the phone numbers provided by the client.
  
  Notwithstanding the absence of supporting evidence from the client, and despite the contractual agreement signed by the client regarding cancellation terms, Safeway Moving REMOVEDwas still willing, in good faith, to fully refund the clients deposit in an effort to resolve this matter professionally and amicably.
  
  At this time, Safeway Moving REMOVEDremains willing to issue the clients refund. However, based on the clients written response, he has made it clear that he does not wish to communicate or engage with our company in any capacity moving forward.

  
  Given these circumstances, we are respectfully requesting the assistance of the Better Business Bureau in bringing this matter to a close. Safeway Moving REMOVEDbelieves that all reasonable efforts to resolve this complaint have been exhausted, and we respectfully request that this complaint be considered and closed as Resolved, as the client has declined communication, declined settlement discussions, and declined to provide further supporting evidence regarding his allegations.

  
  Safeway Moving REMOVEDwill continue to maintain documentation of all outreach attempts and correspondence related to this matter.

  
  Respectfully,

  
  REMOVED

  Business Response

  Date: 05/19/2026

  Mr. REMOVEDand the Better Business Bureau REMOVEDwould like to formally document that we have made multiple good-faith attempts to communicate directly with Mr. REMOVEDin order to resolve this matter amicably and professionally.
  
  Despite our continued outreach efforts via phone calls and email correspondence, Mr. REMOVEDhas explicitly stated, in writing, that he does not wish to communicate with our company regarding settlement or resolution discussions. At this stage, the obstacle preventing resolution is not a lack of effort on the part of Safeway Moving REMOVEDbut rather the clients refusal to engage in any form of constructive dialogue.
  
  Additionally, throughout the course of this complaint, the client has refused to provide any additional evidence supporting his allegation that he contacted Safeway Moving REMOVEDprior to the scheduled pick-up date to cancel his move. Safeway Moving REMOVEDon the other hand, has provided its internal records and documentation demonstrating that no such cancellation call was received from either of the phone numbers provided by the client.
  
  Notwithstanding the absence of supporting evidence from the client, and despite the contractual agreement signed by the client regarding cancellation terms, Safeway Moving REMOVEDwas still willing, in good faith, to fully refund the clients deposit in an effort to resolve this matter professionally and amicably.
  
  At this time, Safeway Moving REMOVEDremains willing to issue the clients refund. However, based on the clients written response, he has made it clear that he does not wish to communicate or engage with our company in any capacity moving forward.
  
  Given these circumstances, we are respectfully requesting the assistance of the Better Business Bureau in bringing this matter to a close. Safeway Moving REMOVEDbelieves that all reasonable efforts to resolve this complaint have been exhausted, and we respectfully request that this complaint be considered and closed as Resolved, as the client has declined communication, declined settlement discussions, and declined to provide further supporting evidence regarding his allegations.
  
  Safeway Moving REMOVEDwill continue to maintain documentation of all outreach attempts and correspondence related to this matter.
  
  Respectfully,
  
  REMOVED

  Customer Answer

  Date: 05/19/2026

   
  Complaint: 24674310
  
  I am rejecting this response because:

  I am writing to formally correct the gross misstatements and factual errors contained in Safeway Moving Inc.s latest response.
  
  The businesss response makes it abundantly clear that they are utilizing generic, copy-pasted templates to mislead the BBB, to the point where they have completely confused my file with a different consumer's complaint.
  
  Please note the following facts:
   
  No Cancellation Ever Occurred: Safeway Moving claims I am alleging a "cancellation prior to the scheduled pick-up date" and mentions a "deposit refund." This is entirely false. I never canceled my move. Safeway Moving physically picked up my familys household goods, held them for an extended period, overcharged us under duress, and delivered them damaged.
  
  The Chargeback is Complete: REMOVEDdispute I won through REMOVEDon May 13, 2026, was not for a "deposit refund." It was a finalized credit card chargeback for a fully executed, predatory moving transaction based on services not rendered as contracted, delays, and severe property damage.
  
  Admission of Fault: In an email sent to me directly by REMOVEDon Monday, May 18, 2026 (the day before this BBB response was drafted), the business explicitly admitted in writing that Safeway Moving was at fault for the extended delivery timeline and the items left behind. It is highly deceptive to admit fault to me privately while simultaneously telling the BBB that my claims lack supporting evidence.
  
  Refusal to Mediate Privately: I have not refused resolution; I have refused to sign a predatory, private "Global Settlement" away from the oversight of the BBB. Because REMOVEDhas already ruled in my favor and returned my funds, there is no financial "settlement" left to discuss.
  
  This blatant willingness to submit false narratives to the BBB perfectly illustrates the lack of integrity I have experienced throughout this entire ordeal.
  
  I reiterate my request that the BBB does not allow this business to hide behind a false "Resolved" status. Please maintain this complaint's status as Unresolved to accurately protect future consumers from these deceptive practices.
  
  Sincerely,
  REMOVED
  
  

• Initial Complaint

  Date:03/11/2026

  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.

  Booked a move from REMOVEDto REMOVED. My son explained items to REMOVEDthe salesman. He quoted a price of 3300. We thought the boxes were low and he said if we doubled, it could up the price around 500 dollars. He said if we brought a TV it would be 60 dollars more. I wasn't sure on the bedroom furniture and he said it would be 150 more. My son said you think will be less than 5000 total, and he said he didn't think we would be over 4000. He said if we added and removed stuff they would offset each other. Move was supposed to be on a tuesday or wednesday feb 3rd or 4th with preference for the 4th. On Monday they call to do the final list and we took away a 4 person couch and a large dining room table and 6 chairs. We did add items but not more than space of what was removed. They quote us double the price finally coming down to 5700 dollars. That included an extra 250 for pushing the move to Feb 4th. They didn't actually give us a firm quote until 7pm on Feb 2nd so there was no way we could do the third. That clearly should be refunded. The REMOVEDquoted 673 Cubic feet. When they finally delivered the stuff, his ipad at signoff showed 460 cubic feet and approx 2222 for the weight We would have taken pictures had we known they would hide that information. This was approxe half of what the weight on the estimate shows. My son has asked for refunds for the difference and company is stalling. Further and more important, there is clearly no way the original estimate was close to correct and they should honor the original estimate as the items added were the same or less than what got removed. This is pure bait and switch. Low price to get you and then ask for more with a non refundable deposit that they wont give back and the day before the move. My son specifically said to the sales REMOVEDhe was worried about reviews saying this. When my son texted him on it Feb 2nd telling him this was bait and switch and said call immediately, we NEVER heard from him again.

  Business Response

  Date: 03/11/2026

  Mrs. REMOVEDyou for bringing your concerns to our attention.
  
  At Safeway Moving REMOVEDwe do not take reviewswhether positive or negativelightly. Each piece of feedback is taken seriously, particularly when a client believes their experience did not meet expectations. As a member of our REMOVEDI will be initiating a full and comprehensive investigation into the matters you have raised.
  
  This process includes reviewing all available information related to your move, including call recordings, text messages, email correspondence, and the complete set of documents and agreements signed by both parties. Our objective is to carefully evaluate the facts and determine whether any errors occurred during the course of your move.
  
  Please understand that a proper investigation requires time. Depending on the volume of information that must be reviewed, this process can take anywhere from several days to a few weeks to complete. Our department functions similarly to a REMOVEDin that we operate independently and without bias. We do not take sides; our responsibility is simply to review the evidence and determine what occurred.
  
  If our investigation determines that an error was made on our part, we will work toward an amicable resolution, which may include monetary compensation where appropriate.
  
  Should you have any additional information you would like us to review, or if you would prefer to speak with me directly, please feel free to contact me at REMOVED.
  
  Regards,
  
  REMOVED.
  Customer REMOVED

  Customer Answer

  Date: 03/11/2026

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

• Initial Complaint

  Date:03/10/2026

  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.

  Booked Move for my mother from REMOVEDto REMOVED. Explained items to sales person REMOVED. He quoted a price of around 3300. Said if we added more boxes, it could up around 500 dollars. Said if we brought a TV 60 bucks. Said if we wanted the bedroom furniture it would only be 150 more. No problem. I said you think we will be less than 5000 in the end, he said he didn't think we would be over 4000. He said if we added and removed stuff they would offset each other. Move was supposed to be on a tuesday or wednesday feb 3rd or 4th with preference for the 4th. on Monday they call to do the final list and I take away a 4 person couch and a large dining room table and 6 chairs. We did add some items but nothing that would be more than space of what was removed. All of a sudden they are quoting double the price finally coming down to 5700 dollars. Oh that included an extra 250 for pushing the move to Feb 4th. They didn't actually give us a firm quote until 7pm on Feb 2nd so no way we could the third. That should be refunded to start. The 5700 quoted 673 Cubic feet. When the guy finally delivered the stuff, his ipad at signoff showed 460 cubic feet and like 2222 for the weight. also like half of what the weight on the estimate shows. I have asked for refunds for the difference and company is stalling. Further and more important, there is clearly no way the original estimate was close to correct and they should honor the original estimate as the items added were the same or less than what got removed. This is pure bait and switch. Low price to get you and then we bang you for more with a non refundable deposit on the table and the day before the move. I specifically said to the sales REMOVEDI was worried about reviews saying this. When I called him out on it Feb 2nd and said call immediately, NEVER heard from him again. Imagine that.

  Business Response

  Date: 03/10/2026

  REMOVED,
  
  
  Thank you for taking the time to share your concerns regarding your recent move with Safeway Moving REMOVEDWe take all feedback seriously, whether positive or negative, and we do not take reviews lightly.
  
  Please be assured that our REMOVEDwill be conducting a thorough investigation into the matters you have raised. This includes reviewing the estimate, delivery details, and any communications between yourself and our team.
  
  If the investigation finds that any discrepancies occurred on our part, we will take appropriate action, including providing monetary compensation for any mistakes or oversights.
  
  In the meantime, should you have any additional information, documentation, or concerns you would like to share, I encourage you to contact me directly via email at REMOVEDThis will be the most effective way to ensure that we address your situation thoroughly and accurately.
  
  We appreciate your patience as we review your case and are committed to resolving it fairly.
  
  Sincerely,
  REMOVED

  Customer Answer

  Date: 03/10/2026

   
  Complaint: 24620387
  
  I am rejecting this response because: I've contacted two different people who said they are looking into it and neither has done anything after 3 weeks. I'll believe it when I see it, Why even respond until you have an actual solution?
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/10/2026

  Mr. REMOVEDand BBB Representative,
  
  Please understand that when matters of this nature are raised, they must be reviewed through a formal internal investigation process. That process requires time to review documentation, communications, dispatch records, and statements from the parties involved. The timeline for a final determination is not dictated by a single party, but by the completion of a proper and thorough review.
  
  Our company has already extended the option to formally investigate your file through our REMOVEDin order to determine whether any error occurred and, if so, what resolution may be appropriate. This is the only avenue through which we are able to review the matter and potentially provide any form of remedy, including monetary compensation if our findings warrant it.
  If you are choosing to reject that process before it is completed, then there is unfortunately no further action that can be taken on our end. Without allowing the investigation to proceed to its conclusion, there is no mechanism for us to evaluate the claim or determine an outcome.
  
  Accordingly, if you are declining the investigation and the time required for it to be conducted, we will consider the matter closed and cancel the review of your file.
  
  Should you decide that you would like the investigation to proceed, you may contact me directly and we can reopen the matter for review.
  
  Sincerely,
  REMOVED

  Customer Answer

  Date: 03/10/2026

   
  Complaint: 24620387
  
  I am rejecting this response because: As mentioned in the email sent to REMOVED. BBB said it wants a response. To automatically attempt to close things out when the person responds as the BBB requires them to is absurd. REMOVEDhas been informed by email that he should proceed.
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 03/11/2026

  Can you guys do something, I literally never told him to close the case. This is a tactic the company is using. its insane. Please reopen the case. No one told them to close the case, they are nuts. I've contacted the guy twice by email and he doesn't respond.

  Customer Answer

  Date: 03/11/2026

  okay, thank you, please mark unresolved.

  Business Response

  Date: 05/13/2026

  Dear Better Business Bureau Representative,
  
  We are respectfully requesting the removal and closure of the complaint associated with Mr. REMOVED, as this matter was amicably resolved with the client some time ago.
  
  Safeway Moving REMOVEDand Mr. REMOVEDreached a mutual resolution through a Global Settlement Agreement in the amount of $842.78, which resolved the concerns raised within the complaint. The client accepted the settlement, and to our understanding, will not further contest the matter.
  
  Given that the issue has already been resolved between both parties, we kindly ask that the complaint be updated accordingly and removed from any unresolved or pending status to Closed as Resolved.

  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  Safeway Moving REMOVED

  Customer Answer

  Date: 05/14/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. However it should be noted that they took forever to do anything and I hardly doubt I would have seen a check had I not badgered them over and over and over.
  
  Sincerely,
  
  REMOVED